Strategic Customer Success Manager – AI Mortgage Solutions

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

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