Customer Solutions Manager

About Sent Sent is an infrastructure for sending A2P messages across SMS, WhatsApp, and RCS through a single unified API. Our intelligent routing model automates channel selection based on deliverability and cost, ensuring lower cost and global reach without any channel-specific integrations. We recently closed a $5.1M Seed round backed by Companyon Ventures, Bessemer Venture Partners, UIF, and CEAS Investments. We're hiring to build the best infrastructure to replace multi-channel messaging stacks. About the Role As a Customer Solutions Manager at Sent, you'll own the post-sale relationship with our customers - from first API call to full-scale production traffic. You'll be the person developers and their teams rely on to get messaging working, keep it working, and get more out of it over time. This is a technical, customer-facing role. You're not selling - you're making sure customers are actually successful. That means living in API logs, reviewing webhook configurations, debugging delivery issues, and proactively identifying problems before customers even notice them. You'll manage a book of business end-to-end: onboarding, ongoing health, expansion, and retention. Ideal for someone with a few years of experience in a technical customer-facing role who wants to own a function at an early-stage company - not just run someone else's playbook. What You'll Do Onboarding & Integration Support - Own customer onboarding end-to-end, guiding engineering teams from sandbox to production - Review customer integration code, identify issues, and work directly with developers to resolve them - Build and refine onboarding playbooks for common use cases (transactional, marketing, auth, multi-channel) Technical Support & Troubleshooting - Serve as the primary technical point of contact for your accounts post-sale - Debug delivery issues across channels - carrier filtering, template rejections, routing failures, webhook misconfigurations - Triage and escalate product bugs with clear reproduction steps and customer context for engineering - Know the difference between a customer misconfiguration and a platform issue, and handle both Customer Health & Expansion - Monitor account health — usage trends, integration quality, support volume — and get ahead of churn risks before they escalate - Identify expansion opportunities where customers could benefit from additional channels, higher throughput, or new use cases - Work with the GTM team to act on upsell and cross-sell signals - Run regular check-ins and business reviews with key accounts Knowledge & Enablement - Feed customer insights back to product and engineering - not vague sentiment, but specific patterns - Contribute to developer documentation, troubleshooting guides, and internal knowledge bases - Build and improve the processes that make customer success repeatable: health scoring, escalation workflows, QBR templates - Build internal scripts or lightweight tools to improve support efficiency and account visibility What You'll Bring Required - 2+ years of experience in a technical customer-facing role - customer success, solutions engineering, technical account management, or technical support - Can read code comfortably and hold your own in a conversation with a developer; proficient in at least one of: Python, JavaScript/TypeScript, or similar - Solid understanding of REST APIs, webhooks, and integration debugging - Strong communication skills - can explain a complex integration issue to an engineer and translate a product limitation to a non-technical stakeholder in the same afternoon - Organized and proactive - you don't wait for a customer to escalate, you see the signal in the data and get ahead of it - Comfortable managing multiple accounts and context-switching across different customer environments Nice to Have - Experience at a developer tools, API-first, or messaging/CPaaS company - Background working with support or CS tooling (Zendesk, Linear, or similar) - Previous experience at an early-stage startup where you built process from scratch - Familiarity with messaging infrastructure - deliverability, carrier requirements, A2P compliance What Makes This Role Special - Own the Function: You'll shape how customer success works at Sent - the processes, the tooling, the standards. - Technical Depth: Get hands-on with SMS, WhatsApp, and RCS across every customer's unique setup. You'll build real expertise in messaging infrastructure fast. - Customer Impact: Retention starts with your work. You're the reason developers stay on the platform and expand their usage. - Product Influence: Your customer insights directly shape what gets built. Engineering listens because you have the context they don't. - Growth Path: Scale into senior CSM, customer engineering, solutions architecture, or CS leadership as the team grows. 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.