Agent Success Manager

oHallo is hiring an Agent Success Manager to ensure that every customer achieves the full value of oHallo. oHallo’s agents resolve customer matters from start to finish across every channel, inside each business’s own systems and within its own rules. How well they perform depends on how each deployment is configured and how consistently it is improved. You will be accountable for that performance at each of your customers, measured by the share of customer matters resolved and by the quality of every reply.

An agent deployment improves continuously, and this role owns that improvement. You will read the conversations that oHallo handles for your customers, study the quality signals and knowledge gaps they reveal and translate what you learn into precise changes to knowledge, policies, agents and tools. Each change is versioned, and you measure its effect on resolution and quality.

You will also be the trusted adviser to each customer’s own team. You will work with the people who lead customer operations, from the service managers who run the work to the executives who sponsor it, align oHallo with their processes and enable their team to configure and improve oHallo with confidence. Your insight into how each customer uses oHallo will inform our product team.

Responsibilities

• You are accountable for the resolution rate and output quality of oHallo at each of your customers.
• You are responsible for the configuration of each customer’s deployment, including knowledge base articles, policies, specialist agents and their instructions, connections to business systems through MCP, channels and the identity of the assistant.
• You review conversations and quality signals on a regular cadence, identify what causes a customer matter to be routed to the team and correct it at its source.
• You maintain the quality of each customer’s knowledge base, including the review and approval of the knowledge and policy proposals that oHallo derives from resolved conversations.
• You version every configuration change and verify its effect on resolution and quality.
• You lead the onboarding of new customers, from the first configuration to a stable, high-performing deployment.
• You enable each customer’s team to configure and improve oHallo themselves through training, documentation and working sessions.
• You report on performance to customer stakeholders up to executive level and present clear recommendations for extending oHallo to further channels, processes and business systems.
• You work closely with sales on renewals and expansion and provide the performance evidence that supports each commercial conversation.
• You channel structured product feedback from customers to the product and engineering teams.

What we are looking for

• At least five years of experience in a customer-facing technical role, such as technical customer success, solutions consulting, professional services, support operations or conversation design, ideally with B2B software sold to operations teams.
• Hands-on experience configuring and improving systems built on large language models, including writing instructions, structuring knowledge and reviewing output at scale.
• An analytical approach to performance, with the ability to trace an outcome to its cause in conversation data and to measure the effect of every change.
• A clear understanding of APIs and integrations, sufficient to configure connections to business systems and to discuss them confidently with a customer’s IT team.
• Familiarity with how customer service and customer operations teams work, ideally from experience inside one.
• Experience managing customers with several stakeholders, from the operational team to executive level.
• Precise written communication, since much of the work is expressed in instructions, knowledge and policies.
• The judgement to prioritise across several customers and the persistence to pursue a measurable improvement until it is achieved.
• Professional written and spoken English, which is our working language.

Experience with autonomous agent platforms or with conversation design is a strong advantage. Familiarity with MCP, with methods for evaluating language model output and with the regulatory context of European customers, including GDPR and the EU AI Act, is also valuable. Danish, Swedish or Norwegian is an advantage.

Location

The role is based in Copenhagen with a hybrid working arrangement. Our working language is English.

How to apply

In your motivation, include a short description of a deployment you have improved, the result you achieved and why this role interests you.