Customer Success Manager

Sela AI • San Francisco, CA

22d • $150,000 - $200,000 • Hybrid

About The Position

Sela is hiring a Customer Success Manager to own relationships with enterprise mortgage lenders after they go live on Sela’s AI voice-agent platform. The role focuses on driving customer adoption, defining success with customers, maintaining healthy accounts, and supporting account growth. The Customer Success Manager will serve as the customer’s trusted advisor and internal advocate, working closely with Forward Deployed, Product, and Engineering teams to resolve issues and improve the product.

This is primarily a customer-facing role. The successful candidate will understand Sela’s agents well enough to diagnose performance and customer needs, but will not be responsible for building agents. The role also includes using LLMs to automate customer-success work and helping establish playbooks and operating standards as the team grows.

Requirements

• 2–6 years of experience in customer success, account management, or another customer-facing role, ideally with enterprise B2B customers.
• Clear and effective communication skills, with the ability to deliver positive and difficult news while maintaining customer trust.
• A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment.
• Comfort interpreting datasets and using data to understand customer and account performance; SQL expertise is not required.
• Willingness to learn and develop a deep understanding of a technical product.

Nice To Haves

• Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI, or sales tooling.
• Familiarity with mortgage, lending, or another regulated financial services vertical.
• Experience working at early-stage startups.

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, engaging with stakeholders from C-suite executive sponsors to loan officer team leads.
• Understand each customer’s business goals and develop and execute plans to achieve them, including success criteria, QBRs, and executive business reviews.
• Proactively monitor account health using call data and usage trends, identifying and addressing issues before they become escalations.
• Identify opportunities to expand Sela’s use across additional call types, teams, or lines of business.
• Coordinate escalations with Forward Deployed, Engineering, and Product teams and guide issues through to resolution.
• Represent the voice of the customer within Sela and contribute customer insights to product roadmap decisions.
• Use LLMs to automate customer-success tasks, including call reviews, health reports, and QBR preparation.
• Help define Customer Success playbooks and operating standards as the team scales.

Benefits

• Top-of-market medical, dental, and vision coverage for employees and dependents.
• 401(k) with a top-of-market employer match.
• Unlimited PTO.
• Snacks, weekly team lunches, and dinner on Sela.
• Hybrid in-office schedule: four days a week together in San Francisco, with a flexible remote day on Wednesdays.

What This Job Offers

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