Customer Success Manager

Parakeet Health is building the AI-powered operating system for medical practices. Today, healthcare runs on phone calls, faxes, and manual labor, and everyone feels it. Practices burn through staff juggling inbound calls, chasing referrals, and filling last-minute cancellations, while patients sit on hold, wait weeks to hear back, and fall through the cracks when overloaded teams can't keep up. Our conversational AI agents replace that entire layer: answering patient calls and texts 24/7, booking appointments, processing faxed referrals, and proactively reaching out to patients who need care. The result is practices that run leaner, and patients receive more personalized care whenever they need it.

We’re an ambitious team of seasoned healthcare veterans (One Medical, Commure, R1) and builders (Stripe, Rippling, Google, DoorDash, Microsoft). Our customers include national primary care, specialty, and urgent care medical groups with footprints in all 50 states. We've handled millions of patient interactions to date and are scaling rapidly.

About the role

Our customers have grown rapidly, and we’re expanding the Customer Experience team with a second Customer Success Manager to ensure our growing client base gets the care they need and sees the value our platform delivers. You’ll own the full post-sale relationship for a portfolio of specialty healthcare practices—from kick-off through ongoing success. That means running kick-off calls, leading training sessions, monitoring customer health, troubleshooting issues, and making sure customers feel genuinely supported every step of the way.

This is a foundational role. You’ll 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 Parakeet scales, so will your responsibilities and impact.

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. Advise clients on best practices for both the product and overall operations.
• Operate with an AI-First Mindset: use LLMs and AI tools thoughtfully to accelerate workflows, ensuring high-quality output without "AI slop."
• Monitor customer health and outcomes: conduct regular check-ins, track success metrics, and proactively address issues before they become problems. 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. Measured on growth, not just retention.
• 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. Your input directly shapes what we build.
• Solve Problems, Don’t Just Flag Them: investigate root causes, propose fixes, and often implement solutions yourself before escalating. Operate with urgency and ownership.

Requirements

• 3 to 6 years of experience in customer success, account management, or consulting—ideally in health tech or SaaS.
• Personable: build genuine relationships quickly. Clients trust you because you’re warm, responsive, and clearly invested in their success. You distill complexity into business value for everyone from front-desk staff to the C-suite.
• Builder Mentality: don’t wait for a playbook—you write it. Energized by ambiguity, take full ownership from day one, and thrive when building something from scratch at an early-stage company. Exercise good judgment without rigid guidance.
• AI-Fluent & Curious: already use LLMs (ChatGPT, Claude, etc.) daily and always look for new ways to apply AI to your work. Treat these tools as a force multiplier, not a novelty.
• Technical-Enough: comfortable with EHR integrations, APIs, and workflows. Troubleshoot basic issues before escalating and translate product value for both technical and business stakeholders. Experience with tools like Retool, Salesforce, HubSpot, and data platforms (Metabase, SQL, or strong Excel/Sheets).
• Strong project management instincts: juggle multiple implementations and client relationships at once.
• Comfortable being uncomfortable: skilled at receiving client feedback gracefully and turning it into action, even when the product is still evolving.
• Proactive and results-oriented: anticipate risks and opportunities rather than waiting for them to find you.
• Proven track record of results: experience driving adoption, retention, and expansion (NRR, upsell, or account growth—not just keeping the lights on).

Nice to Have

• Early-stage experience (Seed to Series B) at a high-growth startup.
• Experience in healthcare, EHR/EMR systems, or ops software.
• You’ve vibe-coded an app before or have an LLM prompt you’re immensely proud of.

Why This Role Matters

We sit at the intersection of healthcare and AI—a space where technology must meet real-world clinical, administrative, and operational demands. This role gives you the opportunity to shape how AI is adopted and used in critical healthcare environments, influence product direction, drive meaningful value for customers and patients, and grow professionally in a high-impact, mission-driven team.

Benefits

• Competitive salary, equity, and 401(k).
• Great benefits: medical, dental, and vision.
• Unlimited PTO.
• Free dinner and weekly team lunch.
• $600 Fitness stipend.
• Gourmet snacks.
• In-office at our new downtown SF office (5 days a week) on New Montgomery and Mission St.