Director of Customer Success

Join Our Mission at Sensi.AI

At Sensi.AI, we are dedicated to creating a world where every older adult receives the care they truly deserve. Guided by compassion and driven by innovation, we aim to redefine the future of caregiving. If you’re passionate about making a meaningful impact, join us in advancing Sensi.AI’s virtual assessment tool. This cutting-edge technology monitors seniors' health in their homes 24/7, delivering emergency alerts, actionable insights, and predictive analysis to enable proactive and effective care.

Here, you’ll discover exciting opportunities for professional growth, make a direct and meaningful impact on our products and company, and contribute to a mission that truly matters.

About the Role

Join Sensi as a key leader in our Customer Success team, where you’ll guide and inspire a group of CSMs who serve as trusted partners to our customers beyond the sale. Reporting to the VP of Customer Success, you’ll play a pivotal role in driving renewals, fostering growth, and delivering exceptional experiences. If you’re passionate about building strong teams and making a real impact for customers, we’d love to have you help shape the future of customer success at Sensi.

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

Key Responsibilities

• Lead our team of world class CSMs in their mission to lead our customers to maximum success and renewal of their partnership with Sensi 
• Take ownership and accountability to the ARR retention and growth rate of Sensi’s existing customer base 
• Partner with our implementation and support teams to optimize the customer’s experience though the entire journey
• Collaborate crossfunctionally with operations, marketing, product and finance partners to create and scale new initiatives that fuel team efficiencies and improved results
• Act as key escalation point for critical customer matters and partner with CSM and other departments to find solutions
• Build executive and strategic relationships with key customers and industry leaders
• Regularly report on customer success metrics and performance to company leadership

• 5+ years of people management experience in customer success and account management teams
• 10+ years overall experience in customer facing field teams
• Scaling Pro: Demonstrate proven success in hyper-growth SaaS environments, navigating ambiguity and delivering results under pressure
• Client Advocate Under Pressure: Serve as the go-to resource during critical customer challenges, known for turning around escalations and restoring confidence.
• Process Builder: Build practical, efficient workflows that solve immediate needs while preparing for future scale and operational maturity.
• Metrics-Driven Performer: Excel in achieving and exceeding KPIs such as renewals, upsell, and product adoption with a confident, ownership-driven mindset..
• Strong Communicator: Communicate clarity and professionalism under pressure, bringing excellent interpersonal skills to team and customer interactions.
• Bachelor’s degree required

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.