Website:
dinodial.ai
Job details:
Why this role existsVoice AI deployments rarely fail on the model. They fail in the gap between "the agent is live" and "the business is measurably better off."
That gap is where a customer buys a voice agent to cut cost per contact, gets a 62% containment rate on a dashboard, and still cannot tell you whether it saved a rupee because nobody captured the pre-AI baseline, nobody split CSAT by contained vs. escalated calls, and nobody noticed that a fifth of the "contained" calls came back as a repeat contact inside 72 hours.
A classic Customer Success Manager can't close that gap: they can run the relationship, but not the eval suite, the prompt regression, or the disposition taxonomy. A classic solutions engineer can't close it either: they'll ship the integration, but won't sit in a business review and defend a payback model to a CFO.
The Outcome Success Manager (OSM) is one person who does both. You own the customer's business outcome end to end, map their voice process, ship the deployment, define the metrics that actually prove impact, defend those numbers to their executives, and turn what you learn in the field into the next thing DinoDial builds.
This is a new seat, and the first of its kind here. You will define how it works.
Location. Dinoland Chennai, with regular time at customer sites.
The role at a glance You will be the second person a customer thinks of after their own team and the first person we call when a deployment is in trouble.
Portfolio
5 –10 strategic accounts. Deep, not scaled. you will know each deployment turn by turn
Experience
4 + years. We are equally happy with a CSM who has real technical depth or a solutions/delivery engineer with real commercial instinct
What you'll own
1. Account Ownership & Retention
- Single-Point Accountability: CS owns the full post-signature lifecycle health, adoption, outcomes, renewal, and expansion.
- Outcome-Driven Onboarding: Align kickoff on the customer's executive business goal and "first meaningful value" not an integration checklist.
- Living Success Plan: Tie product capabilities to customer milestones with assigned owners and target dates. Review monthly.
- Multi-Threading: Engage all key stakeholders: Champion, Economic Buyer, Call Center Ops, IT/Telephony, and Compliance. Single-threaded accounts churn.
- Rigorous Forecasting: Track renewal/expansion pipelines with sales-level discipline (Committed, Best Case, At Risk with documented reasons).
- Incident Escalation: Act as a calm, factual bridge between the customer and engineering during production voice outages.
- Advocacy Pipeline: Convert proven ROI into case studies, references, logo rights, and conference talks.
2. Technical AI Solutions Delivery
- Hands-On Execution: Drive discovery to translate goals (e.g., "reduce collections cost") into precise agent parameters (intents, languages, boundaries, handoffs).
- Go-Live Gates: Establish written pass/fail criteria (intent accuracy, forced escalation ceiling, context transfer floor, latency budgets) before launch.
- Eval Suite Ownership (Dojo): Build golden call sets from real traffic and run mandatory regression testing before production pushes.
- Agent Tuning: Optimize prompts, conversation flows, turn-level latency, barge-in handling, and tool calls using production trace data.
- Change Control & Handover: Implement versioned prompts, rollbacks, and transparent changelogs. Deliver runbooks and train customer teams in Lens/Dojo.
3. Outcomes & ROI
- Baseline Discipline: Capture 3–6 months of historical metrics (AHT, CSAT, FCR, cost per contact, attrition) before go-live; never launch without a baseline.
- Signed Outcome Contract: Agree on 2–4 primary metrics, data sources, and targets upfront, signed by the Executive Sponsor.
- Honest Financial Modeling: Use fully loaded agent costs (salary, benefits, seat, overhead) and separate year-one ROI from run-rate ROI.
- No Vanity Metrics: Containment must always be paired with CSAT splits and repeat-contact rates. Split cost per contact into contained vs. escalated calls.
- Realization Ledger: Maintain a running record of confirmed financial value for QBRs and renewal cases. Address metric misses transparently with corrective plans.
4. Voice Process & Fieldwork
- Floor Shadowing: Sit side-by-side with human contact center agents to map true operational processes, edge cases, and manual bottlenecks.
- Taxonomy Control: Design clean intent and disposition schemas to maintain reporting integrity.
- Stack Integration: Navigate telephony (SIP, PSTN, dialers), CCaaS, CRM integrations, and context retention during transfers.
- Compliance Management: Enforce DLT registrations, DND/NCPR scrubbing, calling windows (9 AM–9 PM), frequency caps, and required AI disclosures.
5. Product & Engineering Feedback Loop
- Failure Catalog: Log recurring traces, frequency, and revenue impacts to inform engineering prioritization.
- Workarounds & Gaps: Convert manual hacks and missing reporting capabilities into structured feature briefs.
- Monthly Field Report: Deliver portfolio-wide failure trends, blockers, and competitive insights directly to founders and product teams.
- Design Partnership: Act as the first internal testing ground for new feature rollouts across Vox, Lens, Dojo, and Pulse.
Must-haves- 4+ years in customer success, solutions engineering, delivery, implementation or consulting at a B2B software company or contact-centre operations leadership with genuine technical instincts.
- You have personally owned a number a customer cared about, and defended it to their leadership when it wasn't flattering.
- Data fluency you can prove. Comfortable building an ROI model from raw call logs. SQL or serious spreadsheet modelling. You can read a JSON trace without flinching and spot the turn where the call went wrong.
- Hands-on with LLMs. Prompting, structured outputs, tool and function calling, and evaluation. You have deliberately broken an agent to find out where it fails.
- You can write. Success plans, product briefs, business-review narratives, an incident note at 11pm. Clear prose that a CFO and an engineer both understand.
- Strong views on honest measurement. Allergic to dashboard theatre. You would rather report 38% with a plan than 62% with an asterisk.
- Comfortable with ambiguity and with being the only one in the room who can answer. This is an early-stage company; the playbook is the thing you are here to write.
- English fluency given where our customers' calls happen.
Strong signals- You have worked inside or alongside a BPO or contact centre and know exactly what an AHT target does to agent behaviour.
- You have run an implementation that failed, and can explain precisely why without blaming the customer.
- You write small scripts or notebooks to answer your own questions instead of waiting for a dashboard.
- Hands-on experience with telephony or CCaaS platforms, or with CRM integration work.
- You have been the first customer-facing hire somewhere early and survived it.
- Familiarity with speech systems speech to speech models or TTS, TTS, diarization, endpointing and with what latency does to a conversation.
This role is not for you if- You want a defined playbook on day one.
- You consider hands-on technical work someone else's job.
- You would rather present a deck about outcomes than go pull the data.
- You are uncomfortable telling a customer, in plain language, that their pilot did not work.
- You need the credit for a number that isn't real.
Compensation. Competitive base plus meaningful ESOPS you are early, and the upside should reflect it. We share the band on the first call.
Click on Apply to know more.
