Technical Solutions Manager

About Sent

Sent is an infrastructure for sending A2P messages across SMS, WhatsApp, and RCS through a single unified API. Our intelligent routing model automates channel selection based on deliverability and cost, ensuring lower cost and global reach without any channel-specific integrations.

We recently closed a $5.1M Seed round backed by Companyon Ventures, Bessemer Venture Partners, UIF, and CEAS Investments. We're hiring to build the best infrastructure to replace multi-channel messaging stacks.

About the Role

As a Technical Solutions Manager at Sent, you'll own the post-sale relationship with our customers - from first API call to full-scale production traffic. You'll be the person developers and their teams rely on to get messaging working, keep it working, and get more out of it over time.

This is a technical, customer-facing role. You're not selling - you're making sure customers are actually successful. That means living in API logs, reviewing webhook configurations, debugging delivery issues, and proactively identifying problems before customers even notice them. You'll manage a book of business end-to-end: onboarding, ongoing health, expansion, and retention.

Ideal for someone with a few years of experience in a technical customer-facing role who wants to own a function at an early-stage company - not just run someone else's playbook.

What You'll Do

Onboarding & Integration Support

Own customer onboarding end-to-end, guiding engineering teams from sandbox to production

Review customer integration code, identify issues, and work directly with developers to resolve them

Build and refine onboarding playbooks for common use cases (transactional, marketing, auth, multi-channel)

Technical Support & Troubleshooting

Serve as the primary technical point of contact for your accounts post-sale

Debug delivery issues across channels - carrier filtering, template rejections, routing failures, webhook misconfigurations

Triage and escalate product bugs with clear reproduction steps and customer context for engineering

Know the difference between a customer misconfiguration and a platform issue, and handle both

Customer Health & Expansion

Monitor account health — usage trends, integration quality, support volume — and get ahead of churn risks before they escalate

Identify expansion opportunities where customers could benefit from additional channels, higher throughput, or new use cases

Work with the GTM team to act on upsell and cross-sell signals

Run regular check-ins and business reviews with key accounts

Knowledge & Enablement

Feed customer insights back to product and engineering - not vague sentiment, but specific patterns

Contribute to developer documentation, troubleshooting guides, and internal knowledge bases

Build and improve the processes that make customer success repeatable: health scoring, escalation workflows, QBR templates

Build internal scripts or lightweight tools to improve support efficiency and account visibility

What You'll Bring

Required

2+ years of experience in a technical customer-facing role - customer success, solutions engineering, technical account management, or technical support

Can read code comfortably and hold your own in a conversation with a developer; proficient in at least one of: Python, JavaScript/TypeScript, or similar

Solid understanding of REST APIs, webhooks, and integration debugging

Strong communication skills - can explain a complex integration issue to an engineer and translate a product limitation to a non-technical stakeholder in the same afternoon

Organized and proactive - you don't wait for a customer to escalate, you see the signal in the data and get ahead of it

Comfortable managing multiple accounts and context-switching across different customer environments

Nice to Have

Experience at a developer tools, API-first, or messaging/CPaaS company

Background working with support or CS tooling (Zendesk, Linear, or similar)

Previous experience at an early-stage startup where you built process from scratch

Familiarity with messaging infrastructure - deliverability, carrier requirements, A2P compliance

What Makes This Role Special

Own the Function: You'll shape how customer success works at Sent - the processes, the tooling, the standards.

Technical Depth: Get hands-on with SMS, WhatsApp, and RCS across every customer's unique setup. You'll build real expertise in messaging infrastructure fast.

Customer Impact: Retention starts with your work. You're the reason developers stay on the platform and expand their usage.

Product Influence: Your customer insights directly shape what gets built. Engineering listens because you have the context they don't.

Growth Path: Scale into senior CSM, customer engineering, solutions architecture, or CS leadership as the team grows.

Our Commitment to You

Meaningful equity with high growth potential

Top-tier medical, dental, vision fully covered

401(k) with 100% match up to 4%

Unlimited PTO

Beautiful NYC workspace with daily meals and unlimited snacks

New MacBook Pro + Apple Studio Display

Fully comped Wellhub Gold or Equinox membership

Sent, Inc. is an Equal Opportunity Employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds and experiences.