Customer Success Manager

About The Position

Why Join Sensi.AI

Sensi.AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.

About The Role

Sensi Customer Success Managers (CSM) are the main point of contact for all of our customers post sale. In partnership with our implementation and clinical teams you will lead the renewal and growth of our existing customer base. A CSM will be responsible for building and maintaining strong relationships with our clients. This role is pivotal in ensuring that our customers achieve their desired outcomes while maximizing the value they get from our solution. The CSM will serve as a trusted advisor, helping clients to navigate our products and services, and proactively addressing their needs to ensure high levels of customer satisfaction.

This role is based in Austin, TX, with a hybrid work setup, combining in-office collaboration with remote flexibility.

Key Responsibilities

• Own the customer and lead all business efforts for your assigned portfolio of accounts post-sale
• Take the ultimate responsibility for the renewal and growth of your customers
• Serve as the subject matter expert and trusted advisor to your customer providing them with guidance on Sensi’s best practices and their overall care operation
• Identify and cultivate adoption and growth opportunities
• Lead virtual and in-person executive business reviews with your customers
• Manage onboarding of customers in tandem with our clinical enablement and implementation teams
• Develop a level of trust and integrity with your clients that evolves new customers into champions and referenceable advocates for Sensi
• Advocate for your customers internally by partnering with engineering, product, support to drive the Sensi roadmap on their behalf

Requirements

• 4+ years of customer facing experience in customer success and account management roles
• Bachelor’s degree required
• You thrive on being the owner of your accounts and will have confidence in being measured and compensated on key metrics such as renewals, upsell, and adoption
• Prior experience in a clinical, health or home care environment is highly desirable
• A great relationship builder who carries a strong sense of empathy and urgency around all customer matters
• Ability to turn data and anecdotes into a story of value and take the next steps in creating and presenting these stories to executive level stakeholders
• Technical aptitude and desire to become an expert in the Sensi product and homecare industry as a whole
• The successful candidate must have excellent interpersonal skills and be a strong communicator with the ability to work well under pressure.

Sensi celebrates diversity and uphold equal opportunity in our hiring practices. Our approach fosters an inclusive environment that sparks innovation and reflects the vibrant communities we serve. All persons shall have the opportunity to be considered for employment without regard to any characteristic protected by applicable federal, state, or local laws and ordinances.