Customer Success Specialist

### **The Mission: Infrastructure for the Agentic Web** The internet was originally designed for humans—over 1 billion domains built for eyeballs, not algorithms. But the paradigm has shifted. AI agents require structure, context, and continuous verification to function. **Senso is the infrastructure for the Agentic Web.** We turn messy enterprise data stuck in outdated Systems of Record into auditable, continuously verified ground truth context optimized for agents. This context allows AI agents to thrive by safely answering questions, recommending products, and transacting on behalf of users and other agents. As the landscape shifts from SEO to GEO to Agentic Commerce, Senso is the context and verification layer that makes AI commerce usable at scale. ### **The Opportunity** We are seeking an experienced Customer Success Specialist to own day-to-day client relationships and ensure our customers achieve maximum value from Senso's AI platform. Reporting to the Lead of Customer Success, this role is critical to scaling our customer base while maintaining high satisfaction and retention rates. The ideal candidate combines technical aptitude with exceptional relationship management skills, thriving in a fast-paced environment where they can directly impact customer outcomes and company growth. ## **Key Responsibilities** ### **1. Customer Relationship Management** ·   Own day-to-day relationships for an assigned portfolio ·   Conduct regular check-ins, business reviews, and success planning sessions ·   Serve as primary point of contact for operational questions and issue resolution ### **2. Onboarding and Implementation Support** ·   Facilitate customer onboarding processes from kickoff through go-live ·   Coordinate with the development team on technical setup (SSO, workflows, integrations) ·   Train customers on platform functionality and best practices ### **3. Account Health and Retention** ·   Monitor usage metrics and proactively address adoption challenges ·   Identify and mitigate churn risks through engagement and issue resolution ·   Maintain customer health scores and document account status ·   Drive renewal conversations and expansion opportunities in collaboration with sales ### **4. Product Feedback and Advocacy** ·   Gather product feedback and communicate customer needs to product team ·   Document common use cases, pain points, and feature requests ·   Serve as customer advocate internally, ensuring client voices inform roadmap decisions ### **5. Cross-Functional Collaboration** ·   Collaborate with Product and Engineering on technical issues and feature requests ·   Work with Implementation team to ensure seamless handoffs from sales to delivery ·   Support marketing with case studies, testimonials, and reference calls ## **Requirements** ### **1. Experience** ·   2-3 years of experience in customer success, account management, or client services ·   Proven track record managing B2B SaaS customer relationships ·   Experience with technical products or AI/ML platforms preferred ·   Background in financial industry is a strong plus ### **2. Skills and Expertise** ·   Exceptional communication skills - written, verbal, and presentation ·   Strong organizational skills with ability to manage multiple accounts simultaneously ·   Technical aptitude to understand product functionality and troubleshoot issues ·   Data-driven mindset with experience using analytics to drive customer outcomes ·   Proficiency with CRM systems (HubSpot preferred) and CS platforms ### **3. Competencies** ·   Customer-centric approach with genuine commitment to client success ·   Proactive problem-solver who anticipates needs and takes ownership ·   Collaborative team player who thrives in cross-functional environments ·   Adaptable and comfortable with ambiguity in a fast-growing startup ·   Results-oriented with focus on retention, expansion, and customer satisfaction ### **4. Industry Knowledge** ·   Understanding of AI and generative AI concepts ·   Familiarity with knowledge management or content optimization ### **5. Education** ·   Bachelor's degree required ·   Relevant customer success or account management experiences are a plus ## **Key Performance Indicators (KPIs)** ·   Customer retention rate (gross and net revenue retention) ·   Customer health scores and engagement metrics ·   Time-to-value (days from contract signing to operational usage) ·   Customer satisfaction scores (NPS, CSAT) ·   Expansion revenue generated from existing accounts ·   On-time completion of business reviews and success plans ## **Compensation** Senso offers a competitive compensation package for the ideal candidate. Please discuss your expectations directly with the founder. \* The Senso team primarily works remotely. Once every 2 weeks, the team meets in person in the office located in Downtown Toronto or San Francisco. Visa sponsorship is not available for this role.