Job Description

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.

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.

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.

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.

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.

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