Customer Solutions

Sent, Inc. • New York, NY

1d • $130,000 - $230,000

About The Position

Sent is hiring a Customer Solutions Engineer to own customers' post-sale journey from signed contract through onboarding, activation, retention, and expansion. The role combines technical problem-solving with customer advocacy at an early-stage company, with high ownership and an evolving playbook.

The position supports customers integrating Sent's messaging and voice platform, helps them send live traffic quickly, resolves technical and compliance issues, builds trusted customer relationships, identifies growth opportunities, monitors account health, and develops resources and processes that help the post-sales function scale. It also translates customer patterns into actionable product feedback for Product and Engineering.

Requirements

• At least 3 years of experience in customer success, post-sales solutions engineering, or technical account management; alternatively, experience as an engineer or founder with a strong interest in working with customers.
• Ability to read API documentation, make API calls, and write basic code.
• Fluency in using AI tools for efficiency.
• Ability to explain technical concepts clearly to developers and non-technical stakeholders.
• Ability to build trust quickly and communicate with warmth and directness.
• Focus on customer outcomes rather than simply completing a to-do list.
• Founder mindset, including the ability to work under pressure, high agency, and an opinionated approach; interest in joining an early-stage company and making a tangible impact.

Nice To Haves

• Experience with technical products, developer tools, communications APIs, or messaging.
• Familiarity with SMS compliance, including 10DLC, TCR, and opt-in/opt-out; the WhatsApp Business Platform; RCS; or voice.
• Early-stage startup experience.
• Experience building lightweight automations or internal tools.

Responsibilities

• Guide new customers through setup, including API integration, webhooks, templates, sender registration, number provisioning, and voice setup.
• Help customers move from signed contract to sending live traffic quickly; identify stalled accounts and remove blockers.
• Debug delivery, routing, and compliance issues by investigating logs and the API, and escalate issues to Engineering with clear context when needed.
• Build trusted relationships with customer accounts through regular check-ins, proactive outreach, and honest conversations.
• Understand customer goals and identify opportunities involving new use cases, channels, and volume; bring expansion opportunities to the team.
• Monitor usage and customer-health signals, identify churn risk early, and own the save plan.
• Create documentation, scripts, templates, and playbooks to make future onboardings faster.
• Convert customer patterns into clear product feedback for Product and Engineering.

Benefits

• Meaningful equity with high growth potential.
• Medical, dental, and vision coverage fully paid by the company.
• 401(k) with a 100% match up to 4%.
• Unlimited PTO.
• Beautiful NYC workspace with daily meals and unlimited snacks.
• New MacBook Pro and Apple Studio Display.
• Fully covered Wellhub Gold or Equinox membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed