Senior Customer Success Manager

Who We Are Parakeet Health is building the AI-powered operating system for medical practices. Today, healthcare runs on phone calls, faxes, and manual labor, and everyone feels it. Practices burn through staff juggling inbound calls, chasing referrals, and filling last-minute cancellations, while patients sit on hold, wait weeks to hear back, and fall through the cracks when overloaded teams can't keep up. Our conversational AI agents replace that entire layer: answering patient calls and texts 24/7, booking appointments, processing faxed referrals, and proactively reaching out to patients who need care. The result is practices that run leaner, and patients receive more personalized care whenever they need it. We’re an ambitious team of seasoned healthcare veterans (One Medical, Commure, R1) and builders (Stripe, Rippling, Google, DoorDash, Microsoft). Our customers include national primary care, specialty, and urgent care medical groups with footprints in all 50 states. We've handled millions of patient interactions to date and are scaling rapidly. The Role Our customers have grown rapidly, and we’re expanding the Customer Experience team to ensure our growing client base gets the care they need and sees the value our platform delivers. You’ll own the full post-sale relationship for a portfolio of specialty healthcare practices—from kick-off through ongoing success. That means running kick-off calls, leading training sessions, monitoring customer health, troubleshooting issues, and making sure customers feel genuinely supported every step of the way. This is a foundational role. You’ll be the voice of the customer, translating what you hear on calls into clear insights for product, engineering, and GTM. The feedback you surface will directly shape what we build next. As Parakeet scales, so will your responsibilities and impact. What You’ll Do Own client relationships end-to-end: from sales handoff through implementation, AI agent configuration, onboarding, and ongoing success—serving as the primary strategic contact across the full customer lifecycle. Drive onboarding and adoption: run kickoff calls, lead training sessions, and partner with internal teams to ensure seamless integration into customer EHR workflows and rapid time-to-value. Provide "White Glove" Support: You will build relationships where clients know they can reach you to solve complex issues, creating a "low friction, high support" environment. You'll be a thought leader and advise them on best practices for not only the product but also overall operations. Operate with an AI-First Mindset: If you're not maxing out your Claude and OpenAI credits, you're not doing things right. You don't just work at an AI company; you use AI to work better. You will use LLMs and AI tools thoughtfully to accelerate your own workflows. But, you're careful never to ship AI slop. Monitor customer health and outcomes: conduct regular check-ins, track success metrics, and proactively address issues before they become problems. Run executive QBRs to showcase value and identify areas for improvement. Identify & Drive Account Growth: Map client needs, spot expansion opportunities, and partner with leadership to grow adoption across locations, departments, and product lines. You’re measured on growth, not just retention. Configure and tailor the platform: work with each client’s unique scheduling workflows, business rules, and EHR integrations to ensure Parakeet fits their operations. Turn Feedback Into Product: You’re the frontline observer of how our AI performs in the real world. Translate client feedback and operational data into clear, actionable insights for Product and Engineering. The feedback you surface directly shapes what we build. Solve Problems, Don’t Just Flag Them: When something breaks, you will investigate root causes, propose a fix, and often implement the solution yourself before escalating. You operate with urgency and ownership. Who You Are 3 to 7 years of experience in customer success, account management, or consulting—ideally in health tech or SaaS. Personable : You build genuine relationships quickly. Clients trust you because you’re warm, responsive, and clearly invested in their success. You can distill complexity into business value for everyone from the front-desk staff to the C-suite. Builder Mentality: You don’t wait for a playbook—you write it. You’re energized by ambiguity, take full ownership from day one, and thrive when you’re building something from scratch at an early-stage company. You exercise good judgment without needing rigid guidance. AI-Fluent & Curious: You already use LLMs (ChatGPT, Claude, etc.) daily and are always looking for new ways to apply AI to your work. You treat these tools as a force multiplier, not a novelty. Technical-Enough: You’re comfortable with EHR integrations, APIs, and workflows. You can troubleshoot basic issues before escalating and translate product value for both technical and business stakeholders. You’ve used tools like Retool, Salesforce, HubSpot, and data platforms (Metabase, SQL, or strong Excel/Sheets). Strong project management instincts: you’ll be juggling multiple implementations and client relationships at once. Comfortable being uncomfortable: skilled at receiving client feedback gracefully and turning it into action, even when the product is still evolving. Proactive and results-oriented: you anticipate risks and opportunities rather than waiting for them to find you. Proven track record of results: experience driving adoption, retention, and expansion (NRR, upsell, or account growth—not just keeping the lights on). Nice to Have Early-stage experience (Seed to Series B) at a high-growth startup. Experience in healthcare, EHR/EMR systems, or ops software You’ve vibe-coded an app before or have an LLM prompt you’re immensely proud of Why This Role Matters We sit at the intersection of healthcare and AI—a space where technology must meet real-world clinical, administrative, and operational demands. This role gives you the opportunity to shape how AI is adopted and used in critical healthcare environments, influence product direction, drive meaningful value for customers and patients, and grow professionally in a high-impact, mission-driven team. Interview Process 30-min recruiter phone screen 1-hour founder call Take-home Assignment Full day onsite interview What We Offer Competitive salary, equity, and 401(k). Great benefits: medical, dental, and vision. Unlimited PTO Free dinner and weekly team lunch $600 Fitness stipend Gourmet snacks In-office at our new downtown SF office (5 days a week) on New Montgomery and Mission St #J-18808-Ljbffr Alt