Customer Success Specialist

The Mission: Infrastructure for the Agentic Web

The internet was originally designed for humansover 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 We turn messy enterprise data stuck in outdated Systems of Record into auditable, continuously verified ground truth context optimized for agents.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.