Customer Success Representative

Job description

At some point in the future, every business will answer their phone with voice AI. We are building the platform that makes it possible. Phonely builds conversational voice AI agents for high-volume phone workflows. Our customers use us to qualify leads, book appointments, route calls, and resolve real customer conversations in production. We are growing fast, our customer base is scaling, and we need someone to make sure every business on our platform gets the attention they need to succeed. About the Role We're hiring a Customer Success Representative to own the onboarding and support experience for our SMB and mid-market customers. This is a hands-on, customer-facing role where you'll be the first point of contact for businesses getting started with Phonely and the person who keeps them running smoothly after launch. Think of this as the training ground for enterprise customer success. You'll start by managing our highest-volume segment, learning the product inside and out, running demos, handling onboarding calls, and resolving issues in real time. If you're good, you'll move up to managing our largest accounts. If you're great, you'll help define what customer success looks like at Phonely. This is not a ticket-queue job. You will be building relationships, solving real problems, and directly impacting retention and expansion. You'll work closely with our existing CS team and engineering to make sure customers are getting value from day one. What You'll Do - Onboard new SMB and mid-market customers end-to-end, from first call to live deployment - Run product demos and training sessions to help customers get the most out of the platform - Monitor account health, proactively identify risks, and intervene before problems escalate - Troubleshoot technical issues with customers, escalating to engineering when needed - Manage inbound support requests and ensure timely, high-quality resolution - Document customer feedback and relay product insights to the team - Build and maintain relationships with key contacts at each account - Track onboarding metrics and contribute to process improvements - Collaborate with the sales team on handoffs and upsell opportunities What You'll Bring - 1–3 years in a customer-facing role (customer success, account management, support, or similar) - Strong written and verbal communication skills - Comfortable learning technical products quickly and explaining them to non-technical people - Organized, proactive, and good at managing multiple accounts simultaneously - Genuine interest in AI, voice technology, or SaaS - High ownership mentality, you see a problem and you fix it without waiting to be told Nice to Have - Experience in SaaS, AI, or telecommunications - Familiarity with APIs, webhooks, or integration workflows - Previous experience running product demos or onboarding sessions - Background in a high-growth startup Why Join Phonely We are a team of ex-athletes, founders, and builders with low egos and high standards. We take the work seriously without taking ourselves too seriously. On-site in San Francisco, meals covered, quarterly offsites to interesting places (Rocky Mountains, Costa Rica, Indonesia), and meaningful equity in a company that is growing fast. You will work directly with the CS team and founders and have real ownership over the customer experience from day one. Interview Process 1. 15-min intro call to evaluate fit 2. Deep dive on your customer-facing experience with a team member 3. Mock onboarding session or customer scenario walkthrough 4. Final conversation with leadership