Customer Solutions (Post-Sales)About the roleSent is replacing the infra that every developer complains about. With service and support that developers rave about. We9re growing in a market where traditional vendors have spent years giving customers reasons to leave.
Once a customer signs, you take over. As a Customer Solutions Engineer, you own the customer9s journey from signed contract to live, growing, and happy. You9ll get them onboarded, activated, and sending, then build the relationship that keeps them with us and expanding.
You9re part technical problem-solver, part customer champion. This is an early-stage company, so you9ll have high ownership, true impact, and a very loose playbook.
What you9ll 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 escalate 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 customer9s 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 you9re an engineer or founder who loves working with customers)
- Can read API docs, make API calls, and write basic code, and you9re 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 you9ve 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 you9ve 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
