Customer Success Manager

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