Customer Success Manager

Title: Customer Success Manager

Location: San Francisco, CA, US

### **Customer Success Manager @ Phonely**

**San Francisco, CA — On-site, Full Time**

_AI voice is the future. We’re building it. Want in?_

### **About Phonely**

Every day, billions of phone calls are made to businesses. We believe AI will soon handle the majority of them — and businesses will need a way to build, simulate, integrate, and deploy voice AI agents that actually work.

We’re building exactly that. Phonely is a full-stack platform for creating AI voice agents that sound human, scale instantly, and never drop the ball. Think: fine-tuned LLMs, real-time monitoring, Zapier-style workflows, and a telecom infra layer — all in one.

We’re one of the fastest-growing companies in nearly every investor’s portfolio we’re in. Our customers are scaling rapidly, and now we’re looking for a **Customer Success Manager** who thrives in motion, sweats the details, and obsesses over making customers successful.

### **What You’ll Be Doing**

• **Own the entire post-sale journey** — onboarding, training, adoption, expansion, renewals.
• **Be the voice of the customer** — translate feedback into product insights and feature improvements.
• **Drive ROI** — help customers get real business value fast: live agents, lower costs, higher CSAT.
• **Build trusted relationships** — with champions, operators, and execs. You’ll be their go-to.
• **Solve real problems** — everything from configuration to integration to strategy.
• **Push for growth** — spot upsell opportunities and help customers scale their usage you’ll get upsell commission.
• **Work closely with engineering** — file tickets, test fixes, and close loops directly.

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### **What We Expect In Week One**

• Learn our entire platform and onboard me in the first 2 days
• Meet our customers. Shadow support calls. Jump in on real issues.
• Get hands-on with the product. Simulate, test, and build voice flows yourself.
• Own onboarding for at least 1–2 new accounts.
• Identify 3–5 high-priority accounts at risk and build a plan.
• Show initiative. If something’s broken, fix it or flag it fast.

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### **You’ll Be Great If You…**

• Communicate clearly, confidently, and with empathy — especially under pressure.
• Can explain technical concepts to non-technical people (and vice versa).
• Love startups. You move fast, wear many hats, and don’t need hand-holding.
• Think proactively — if a customer’s drifting, you spot it early and act.
• Thrive in chaos. You like solving hard problems for people who are scaling fast.

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### **Bonus Points If You…**

• Have 2–4+ years in a CSM, Solutions Engineer, or post-sales/ sales role at a SaaS or AI company.
• Are an ex(or current)-athlete
• Are a founder
• Have done something really cool.

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### **Why Join Us**

• Equity in a rocketship
• Work directly with the founders
• On-site in SF (we’ll feed you breakfast, lunch, and dinner)
• Actual ownership — your ideas will shape how we support customers
• We’re building the future of voice. It’s early, and it’s moving fast.