Customer Success Manager

Phoebe is modernizing America’s home healthcare infrastructure by building AI teammates for home care and home health agencies, starting with mission-critical scheduling workflows.

The Customer Success Manager will own the post-sale customer relationship to ensure clients achieve lasting value, while translating customer feedback into insights that shape product, engineering, and go-to-market priorities.

• Own client relationships from sales handoff through implementation and ongoing success.

• Run kickoff calls, implementation training, regular check-ins, and feedback sessions.

• Configure Phoebe’s scheduling agents to match each client’s workflows and business rules.

• Develop client-specific success metrics and track progress against them.

• Partner with customers to understand operational pain points and future needs beyond current feature gaps.

• Deliver continuous feedback to engineering on customer experience, feature requests, and quality-of-life improvements.

• Translate customer feedback into actionable insights for product, engineering, and GTM teams.

• Use AI and LLMs as a core part of your workflow to improve speed, quality, and learning.

• Ability to own client relationships end-to-end from day one (implementation through ongoing success).

• Strong project management instincts and comfort juggling multiple implementations simultaneously.

• Proven track record improving NRR, adoption, or other customer success metrics.

• Skilled at receiving customer feedback gracefully and turning it into action.

• Clear communication of value even while features are evolving.

• Comfortable with technical concepts and able to troubleshoot basic issues before escalation.

• Fast learner who can quickly teach the product to customers in a rapidly changing environment.

• High ownership, moves quickly, and exercises good judgment without rigid guidance.

• Active user of LLMs and modern tools to work faster and learn from conversations.

Nice to have:

• Early-stage (Seed to Series A) high-growth startup experience.

• Experience in healthcare, staffing, or operations software; interest in home care/home health.

• Comfort with data analysis to identify trends across accounts.

• Ability to work West Coast hours regardless of location.

• Open to remote work, with a preference for NYC (Chinatown / LES).

• Competitive salary with above-market equity.

• Small team where work ships to customers immediately.

• Opportunity to learn from experienced founders.