Customer Solutions

sent.dm; New York (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Equity with growth potential

Top-tier health benefits

401(k) with 4% match

Unlimited PTO

New NYC workspace meals & snacks

MacBook Pro + Studio Display

Wellhub/Equinox membership

Job summary

Sent, Inc. is seeking a proactive Customer Solutions professional to guide post-sales customers through API setup, onboarding, and enabling live traffic.

You will become a trusted technical partner, helping customers maximize value across messaging and voice channels while identifying expansion opportunities and preventing churn. You will collaborate with Product and Engineering, translate customer needs into actionable feedback, and contribute to scalable playbooks and automation to accelerate

Qualifications

• 3+ years in customer success or post-sales roles.
• Able to read API docs, make API calls, and write basic code.
• Able to explain technical concepts to developers and non-technical stakeholders.
• Build trust quickly with customers through warm, direct communication.
• Operate with a founder mindset, high agency, and impact at a young company.

Responsibilities

• Onboard: guide customers through API integration, webhooks, templates, sender registration, and provisioning.
• Activate: move customers to live sending traffic quickly and clear blockers.
• Solve: debug delivery, routing, and compliance issues; review logs and escalate with context.
• Build relationships: regular check-ins and proactive outreach as their technical partner.
• Grow accounts: identify new use cases, channels, and volume; pursue expansion opportunities.
• Protect revenue: monitor usage, health signals, churn risk, and save plans.
• Scale it: create docs, scripts, templates, and playbooks to speed onboarding.
• Close the loop: convert customer patterns into product feedback for Product/Engineering.

Skills

API docs reading

API calls

Basic coding

AI tools fluency

Explain concepts

Customer-focused

Founder mindset

Job description

CUSTOMER SOLUTIONS (POST-SALES)

About Sent

Sent is a developer tool for customer engagement. We help developers and agents deliver messages across voice, SMS, WhatsApp, and RCS through a single API. Our intelligent routing model automates channel selection, ensuring lower cost and global deliverability without channel-specific integrations. Our built-in multitenancy also enables our customers to deploy messaging and voice agents across their own customers.

About the role

Sent is replacing the infra that every developer complains about. With service and support that developers rave about. We're growing in a market where traditional vendors have spent years giving customers reasons to leave.

What you'll do

• - Onboard: Guide new customers through setup: API integration, webhooks, templates, sender registration, number provisioning, voice setup.
• - Activate: Drive customers from signed to sending live traffic fast. Spot stalled accounts, find the blocker, and clear it
• - Solve: Debug delivery, routing, and compliance issues. Dig into logs and the API yourself, and elevate to Engineering with clear context when needed
• - Build relationships: Be the trusted technical partner for your accounts through regular check-ins, proactive outreach, and honest conversations
• - Grow accounts: Understand each customer's goals, identify new use cases, channels, and volume, and bring expansion opportunities to the team
• - Protect revenue: Monitor usage and health signals, catch churn risk early, and own the save plan
• - Scale it: Build the docs, scripts, templates, and playbooks that make the next onboarding faster
• - Close the loop: Turn customer patterns into clear product feedback for Product and Engineering

You might be a fit if you

• - Have 3+ years in customer success, post-sales solutions engineering, technical account management (or you're an engineer or founder who loves working with customers)
• - Can read API docs, make API calls, and write basic code, and you're fluent in using AI tools for efficiency
• - Explain technical concepts clearly to developers and non-technical stakeholders
• - Build trust quickly and communicate with warmth and directness
• - Care about customer outcomes more than a to-do list
• - Operate with a founder mindset - do well under pressure, high-agency, opinionated, and want to be early at a company where you have a tangible impact

Nice to have

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

What success looks like

• - 30 days: You know the product and API cold and are running onboarding calls and handling escalations.
• - 90 days: You own a book of customers, time-to-first-send is dropping, and you've shipped a tool, doc, or playbook the team uses.
• - 6 months: Customers see you as their technical partner. Retention and expansion in your book are measurably strong, and you've substantially shaped how we scale post-sales.

Our Commitment to You

• - Meaningful equity with high growth potential
• - Top-tier medical, dental, vision fully covered
• - 401(k) with 100% match up to 4%
• - Unlimited PTO
• - Beautiful NYC workspace with daily meals and unlimited snacks
• - New MacBook Pro + Apple Studio Display
• - Fully comped Wellhub Gold or Equinox membership

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.