Technical Customer Success Manager

Job description

### **About Phonely** At some point in the future, every business will answer their phone with voice AI. We are building the platform that makes it possible - and we need someone who can orchestrate complex customer deployments, align teams, and keep everything moving without losing the human touch. 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 and just getting started. ### **About the role** We are looking for a Technical Customer Success Manager who comes from a project management background and knows how to drive complex, multi-stakeholder work across the finish line. This is not a traditional CSM role. You will be the connective tissue between our customers, our engineering team, and our product team - translating business needs into technical plans and holding everyone accountable to outcomes. You will own a book of accounts from onboarding through expansion. You will need to get comfortable with APIs, webhooks, and modern SaaS infrastructure - not to write production code, but to understand what is being built and advocate effectively for your customers. ### **What you’ll do** - Customer deployments end-to-end: Own the full lifecycle from kickoff to production, managing scope, timelines, dependencies, and stakeholders throughout - Cross-functional coordination: Act as the bridge between customers, engineering, and product. Translate requirements in both directions and keep projects unblocked - Technical onboarding: Lead implementation sessions, configure integrations using APIs and webhooks, and validate workflows before go-live - Account health and expansion: Track adoption metrics, identify risks early, and build plans to drive deeper usage and growth against defined targets - Customer voice: Synthesize feedback from the field into clear, structured insights that influence product direction - Proof-of-concepts: Rapidly prototype and validate new use cases to accelerate customer decision-making - Documentation and process: Maintain clear project documentation, status updates, and runbooks that keep everyone aligned ### **What you’ll bring** - 2+ years in project management, technical account management, or implementation: you have owned complex, multi-stakeholder projects and delivered outcomes against timelines - Excellent written and verbal communication: you write clearly, present confidently, and can shift between a CTO and a business owner in the same conversation - Technical fluency: comfortable with APIs, webhooks, and cloud tools at a conceptual and configuration level. You do not need to write the code, but you need to understand it - Organized and proactive: you track every open item, anticipate blockers before they become problems, and follow through without being chased - Customer-first mindset: you take genuine ownership of customer outcomes, not just activity metrics - Comfortable with ambiguity: you thrive when the playbook does not exist yet and can build structure from scratch ### **What you’ll bring** - Experience at a SaaS, AI, or developer-tools company - Background in solutions engineering, technical consulting, or implementation - You have built something - a company, a product, a project that did not exist before ### **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 founders and have real ownership over how we support and grow our customers. ### **About the interview** ### **Interview Process** - 15-min intro call to evaluate fit - Deep dive into your experience with a team member - Case study - Final conversation with leadership