Customer Success Manager

Phoebe • New York, NY

10d • Remote

About The Position

Phoebe is modernizing America’s home healthcare infrastructure. This is the coordination layer for one of the largest labor markets in the country.
Today, we build AI teammates for home care and home health agencies - starting with scheduling workflows that are mission-critical, high-volume, and deeply broken.

Our scheduling agents have gone from $0 to $1M in just a few months. Now we need to expand our Customer Experience team with a Customer Success Manager to make sure our growing client base gets real, lasting value from Phoebe.
You'll own the full post-sale relationship, from implementation through ongoing success. That means running kickoff calls, leading training sessions, checking in on health and feedback, and making sure customers feel genuinely supported every step of the way.
This is a foundational role at Phoebe - you'll be you'll help 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 Phoebe scales, so will your responsibilities and impact.

Requirements

• A confident, curious CSM who can own client relationships from day one
• Someone with strong project management instincts (you'll be juggling multiple implementations at once)
• Proven track record of improving NRR, adoption, or other success metrics (even if you don't have the exact numbers)
• Comfortable being uncomfortable, and skilled at receiving client feedback gracefully (and turning it into action)
• Able to clearly communicate value even when features are still evolving
• Comfortable with technical concepts and able to troubleshoot basic issues before escalating
• Quick to learn a fast-moving product and even quicker to teach it to others (things change weekly here, and you'll need to keep up and bring customers along with you)
• Someone who takes ownership, moves quickly, and exercises good judgment without needing rigid guidance
• An active user of LLMs and modern tools to work faster and learn more from every conversation

Nice To Haves

• Early-stage experience (Seed to Series A) at a high-growth tech startup
• Experience in healthcare, staffing, or ops software
• Familiarity with home care or home health (or a genuine interest in learning the market fast)
• Comfort with data analysis to identify trends across accounts
• Ability to work West Coast hours, regardless of location

Responsibilities

• Own client relationships from sales handoff through implementation and ongoing success
• Run kickoff calls, implementation training, check-ins, and feedback sessions
• Configure Phoebe's scheduling agents to match each client's unique workflows and business rules
• Develop client-specific success metrics and track progress against them
• Partner with customers to understand their operational pain and future needs (not just 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
• Use AI and LLMs as a core part of your workflow to improve speed, quality, and learning

Benefits

• A foundational seat doing high-leverage work at a company with real demand and a product that matters
• Competitive salary with above-market equity
• Small team where your work ships to customers immediately
• Open to remote, with a preference for NYC (Chinatown / LES)
• Multiple second-time founders to learn from: Justin (CEO) sold Bayes (YC S19) to Airtable. Dave built and sold Kamana, an app for travel nurses.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed