Customer Success Manager

Sela AI; San Francisco (CA); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Top-tier medical, dental and vision

401(k) with a top‑of‑market match

Unlimited PTO

Snacks, team lunches and dinner on Sla

Hybrid in-office SF: four days a week

Job summary

Sela AI in San Francisco is hiring a Customer Success Manager to drive adoption and success for our mortgage lender clients. You will own relationships with enterprise customers, define success metrics, and partner with product and engineering to improve our AI voice agent platform.

This customer-facing role focuses on renewals and expansions, diagnosing needs, and building playbooks as we scale. You’ll leverage data, call analytics, and AI tooling to deliver measurable outcomes and uphold

Qualifications

• 2–6 years of experience in customer success or enterprise roles.
• Excellent communication and relationship-building skills.
• Ability to work in a fast-moving, ambiguous environment.

Responsibilities

• Be the primary point of contact for a portfolio of enterprise mortgage lenders.
• Define success criteria and lead QBRs and executive reviews.
• Monitor account health and prevent escalations.
• Drive expansion by identifying new call types or lines of business.
• Coordinate with other teams to resolve issues.
• Represent the voice of the customer to shape the product roadmap.
• Leverage LLMs to automate busywork and free time for impact.
• Help define playbooks and operating standards as the team scales.

Skills

Customer success

Account management

Enterprise B2B

Data intuition

Strong communicator

Willingness to learn

Tools

SQL basics

Job description

About Sela

Sela is the market-leading AI voice agent for mortgage lenders. Founded in 2024, we’ve grown like crazy (~$0->14M in 21 months), and currently count 6 of the 10 largest independent mortgage banks in the U.S. as enterprise customers. If we’re successful, the cost of owning a home in the US will become ~1% cheaper. We’ve raised $21M across our Seed and Series A from top investors.

Why this is a huge opportunity

Around 1% of the U.S. labor force works in phone sales, representing roughly $100B of annual salary, and the industry is poised at the brink of complete disruption. We are at the cutting edge of this economic transformation, one of the first companies creating real, durable economic value through applied AI.

Buying a house is the largest financial decision most people make in their lives, and homeownership is tied to many other purchases, including life insurance, homeowners insurance, alarm systems, home renovations, solar panels, and more. By owning the mortgage vertical, we will own the relationship with the consumer, allowing us to serve as the essential AI infrastructure for high consideration consumer sales.

Why Join

1. Crazy growth: The market pull is exhilarating - we’ve grown 10x in the past 12 months and more than 100x since our seed round, all without a dedicated sales or marketing team. Building something that people want so badly is the best feeling you can have in a startup.

2. Team and Culture: We are a high-agency team where the bar is high and everyone makes the people around them better. Collaboration and intensity are core team values: people truly care about their work and their coworkers. At the same time, we don't take ourselves too seriously.

3. Challenging problems: Outperforming human sales teams on half a million daily calls is not easy. Low-latency, real-time infra. 99.9% uptime. Enterprise-grade privacy and security. Advanced simulation and evaluation systems. Flexible A/B testing. AI scheduler and dialer. We own the whole stack and we do not compromise on quality.

4. Well-funded: We’ve raised $21M+ in total funding, most recently a $15M Series A in June 2026.

What you will do

Sela’s AI voice agents hold real conversations with real people on behalf of some of the largest mortgage lenders in the country, around 600,000 calls a day. Our agents are critical to our customers’ businesses, and as a Customer Success Manager you’ll be the person they trust to make Sela work for them.

Once a customer goes live, you own the relationship: driving adoption, defining success together, keeping accounts healthy and growing them over time. You’ll be the voice of the customer inside Sela, partnering closely with our Forward Deployed and Product teams to turn what you hear into better agents and a better product.

This is a customer-facing role first. You won’t be building agents yourself, but you’ll understand them well enough to diagnose what’s working, what isn’t, and what a customer needs next.

What you will own

• Be the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, from C‑suite executive sponsors to loan officer team leads

• Understand what success actually means to each customer’s business, then build and run the plan that gets them there: success criteria, QBRs and executive business reviews

• Monitor account health proactively using call data and usage trends, and get ahead of issues before they become escalations

• Drive expansion by spotting where Sela can take on new call types, teams or lines of business

• Run escalations calmly and clearly, coordinating with Forward Deployed, Engineering and Product to get customers to resolution

• Bring the voice of the customer back to Sela to shape the roadmap

• Use LLMs to automate the busywork of customer success, from call reviews to health reports to QBR prep, so more of your time goes to the work that actually moves customers forward

• Help define the playbooks and operating standards for Customer Success as Sela scales the team

What we are looking for

Must-haves

• 2–6 years of experience in customer success, account management or another customer‑facing role, ideally with enterprise B2B customers

• A clear, effective communicator with real polish; you can deliver good news, bad news and everything in between without losing a customer’s trust

• A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast‑moving environment

• Good data intuition. You don’t need to be a SQL expert, but you’re comfortable looking at a dataset and knowing what it’s telling you

• A willingness to learn! No prior AI experience required, but you should want to go deep on 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

Benefits

• Top‑of‑market medical, dental and vision coverage for you and your 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 SF, with a flexible remote day on Wednesdays