Customer Success Manager

Location: New York, NY (In-office 5 days/week)
Department: Sales
Employment Type: Full-time
Compensation: $120,000-140,000

About Sent

At Sent, we're transforming the way businesses reach and communicate with their customers. Sent is a unified messaging API that intelligently routes messages across SMS, WhatsApp, iMessage, and other channels. Our technology automatically identifies which channel a consumer prefers, enabling global reach while reducing the cost of messaging by 90% compared to traditional solutions.

Backed by Companyon Ventures, Bessemer Venture Partners, UIF, and CEAS Investments, we recently completed a $3.55M Seed round and are rapidly scaling our platform to enable the next generation of business messaging.

About the Role

To ensure exceptional experiences for our growing customer base, we're looking for a Customer Success Manager to join our team. You'll own a portfolio of customer accounts and drive greater business value by helping them leverage Sent's intelligent routing capabilities to transform their messaging infrastructure.

The CSM role is pivotal in managing everything post-sales in the customer lifecycle, including technical onboarding, success criteria measurement, issue resolution, identifying expansion opportunities, and managing renewals.

This role requires a background working with technical teams and APIs, with emphasis on messaging infrastructure, webhooks, and integration patterns. You'll build relationships with CTOs, engineering leads, and product teams, helping them optimize their messaging strategy while reducing costs.

You Will:

• Manage a portfolio of SMB to Enterprise accounts through the entire customer lifecycle

• Lead technical onboarding, ensuring successful API integration and first message delivery within days

• Define and track success metrics including cost reduction, delivery rates, and channel optimization

• Provide ongoing strategic guidance on messaging best practices and channel selection

• Identify expansion opportunities as customers scale message volume or add new channels

• Partner with engineering teams to troubleshoot integration issues and optimize performance

• Drive product adoption of advanced features

• Manage contract renewals with a focus on demonstrating continued ROI

• Serve as voice of the customer to product and engineering teams

We're Looking For:

• 3+ years of experience in customer success, technical account management, or similar role

• Technical background with APIs, webhooks, and integration troubleshooting

• Strong project management skills with ability to manage multiple accounts simultaneously

• Data-driven approach to measuring and communicating customer value

• Excellent communication skills with both technical and business stakeholders

• Proactive problem-solver who anticipates customer needs

• Experience with CS tools and CRM systems

Compensation & Benefits

• Competitive Compensation: $110,000 - $140,000 base salary based on experience

• Meaningful Equity: Significant ownership stake with high growth potential

• Premium Benefits: Top-tier health, dental, and vision insurance fully covered

• 401(k) Match: We invest in your future - 100% match up to 4%

• Unlimited PTO: We trust you to manage your time

• NYC Office: Beautiful workspace with daily meals and unlimited snacks

• Equipment: Brand New MacBook Pro and Apple Studio Display

• Fitness Stipend: Comped Wellhub Gold Subscription or Equinox Membership

Ready to help customers transform their messaging?

Apply at careers@sent.dm with:

• Your resume

• Brief note on your approach to customer success

• Example of how you've driven expansion or saved an at-risk account (optional)

Sent, Inc. is an Equal Opportunity Employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds and experiences.

Contact:
Sent, Inc.
205 Hudson St, Fl #7, New York, NY 10013
careers@sent.dm
+1 917 779 9900