HybridHybrid in-office schedule: four days a week in San Francisco, with a flexible remote day on Wednesdays.
Customer Experience & SupportCustomer Success
About the job
Requirements
Two to six years of experience in customer success, account management, or another customer-facing role, ideally with enterprise business-to-business customers.
Ability to communicate clearly and effectively while maintaining customer trust through positive and difficult conversations.
Track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment.
Data intuition and comfort interpreting datasets; SQL expertise is not required.
Willingness to learn and interest in developing deep knowledge of a technical product; prior artificial intelligence experience is not required.
Responsibilities
Serve as 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 each customer's business success criteria and build and run plans to achieve them, including success criteria, quarterly business reviews, and executive business reviews.
Proactively monitor account health using call data and usage trends, and address issues before they become escalations.
Drive account expansion by identifying new call types, teams, or lines of business where Sela can provide services.
Manage escalations clearly and calmly, coordinating with Forward Deployed, Engineering, and Product to resolve customer issues.
Bring customer feedback into Sela to inform the product roadmap.
Use large language models to automate customer success tasks, including call reviews, health reports, and quarterly business review preparation.
Help define Customer Success playbooks and operating standards as the team scales.
Own customer relationships after go-live, driving adoption, jointly defining success, maintaining account health, and growing accounts over time.
Understand the AI voice agents well enough to diagnose what is working, what is not, and what customers need next.
Desired Qualifications
Experience managing customers for a technical or artificial intelligence product, such as voice, contact center, conversational artificial intelligence, or sales tooling.
Familiarity with mortgage, lending, or another regulated financial services vertical.
Experience working at early-stage startups.
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
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.
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.
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.
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