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Phonely is building a conversational voice AI platform that enables businesses to answer phones with AI agents. The company serves customers deploying AI for high-volume phone workflows including lead qualification, appointment booking, call routing, and customer service resolution.
This Technical Customer Success Manager role bridges customers, engineering, and product teams. You will own a portfolio of accounts through their full lifecycle—from onboarding through expansion—managing complex, multi-stakeholder deployments. Unlike traditional CSM roles, this position requires hands-on project orchestration and technical depth.
Key responsibilities include:
- Managing end-to-end customer deployments: owning scope, timelines, dependencies, and stakeholder alignment from kickoff to production
- Cross-functional coordination: translating customer requirements into technical plans and keeping projects unblocked across teams
- Technical onboarding: leading implementation sessions, configuring integrations via APIs and webhooks, and validating workflows before go-live
- Account health and expansion: tracking adoption metrics, identifying risks early, and building expansion plans against defined targets
- Customer voice: synthesizing field feedback into structured insights that influence product direction
- Proof-of-concept execution: rapidly prototyping and validating new use cases to accelerate customer decisions
- Documentation and process: maintaining project documentation, status updates, and runbooks to keep teams aligned
You will work directly with founders and have real ownership over customer support and growth strategy. The team values low egos and high standards, with on-site collaboration in San Francisco, covered meals, quarterly offsites, and meaningful equity.
REQUIREMENTS:
- 2+ years in project management, technical account management, or implementation with ownership of complex, multi-stakeholder projects delivered against timelines
- Excellent written and verbal communication; ability to shift between technical and business contexts
- Technical fluency with APIs, webhooks, and cloud tools at conceptual and configuration level (not production coding)
- Organized and proactive; track all open items, anticipate blockers, and follow through independently
- Customer-first mindset focused on outcomes, not just activity metrics
- Comfortable with ambiguity and building structure from scratch
PREFERRED:
- Experience at a SaaS, AI, or developer-tools company
- Background in solutions engineering, technical consulting, or implementation
- Track record of building something (company, product, or significant project)
