Senior Customer Success Manager

Parakeet Health•San Francisco, CA

1d•$110,000 - $170,000•Onsite

About The Position

Parakeet Health is building the AI-powered operating system for medical practices. Our conversational AI agents replace the manual labor of managing patient interactions, allowing practices to run leaner and provide more personalized care. We are an ambitious team of healthcare and tech veterans, serving national medical groups and handling millions of patient interactions. As our customer base grows, we are expanding the Customer Experience team to ensure our clients receive the care they need and see the value our platform delivers. This role is foundational, acting as the voice of the customer and directly influencing product development.

Requirements

3 to 6 years of experience in customer success, account management, or consulting—ideally in health tech or SaaS.
Personable: Ability to build genuine relationships quickly, be warm, responsive, and invested in client success. Capable of distilling complexity into business value for diverse stakeholders.
Builder Mentality: Energized by ambiguity, takes full ownership, and thrives in building from scratch at an early-stage company. Exercises good judgment without rigid guidance.
AI-Fluent & Curious: Already uses LLMs (ChatGPT, Claude, etc.) daily and seeks new ways to apply AI to work. Treats AI tools as a force multiplier.
Technical-Enough: Comfortable with EHR integrations, APIs, and workflows. Can troubleshoot basic issues before escalating and translate product value for technical and business stakeholders. Experience with tools like Retool, Salesforce, HubSpot, and data platforms (Metabase, SQL, or strong Excel/Sheets).
Strong project management instincts: ability to juggle multiple implementations and client relationships.
Comfortable being uncomfortable: skilled at receiving client feedback gracefully and turning it into action, even with an evolving product.
Proactive and results-oriented: anticipates risks and opportunities.
Proven track record of results: experience driving adoption, retention, and expansion (NRR, upsell, or account growth).

Nice To Haves

Early-stage experience (Seed to Series B) at a high-growth startup.
Experience in healthcare, EHR/EMR systems, or ops software.
Experience with app development or advanced LLM prompting.

Responsibilities

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: Build relationships where clients know they can reach you to solve complex issues, creating a "low friction, high support" environment. Act as a thought leader and advise clients on best practices for product usage and overall operations.
Operate with an AI-First Mindset: Use LLMs and AI tools thoughtfully to accelerate workflows, ensuring high-quality output.
Monitor customer health and outcomes: conduct regular check-ins, track success metrics, and proactively address issues. 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.
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: Translate client feedback and operational data into clear, actionable insights for Product and Engineering.
Solve Problems, Don’t Just Flag Them: Investigate root causes, propose fixes, and often implement solutions before escalating.