Technical Customer Success Manager

Phonely phonely.ai Open · verified Sep 14, 2026

On-site San Francisco, California Full-time Manager Customer Success

Mid-level Customer Success role at Phonely. San Francisco, California · full-time · $100,000–$150,000 base.

SalaryStated by Phonely

$100,000 – $150,000

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Guide each deployment from kickoff to launch, controlling scope, schedules, dependencies, and stakeholder work
Keep customers, engineering, and product aligned by translating requirements both ways and clearing obstacles
Run implementation sessions, configure API and webhook connections, and test workflows before release
Watch adoption and account risk, then create expansion plans tied to agreed growth goals
Capture field feedback for product teams, and run quick use-case trials that help customers decide

What you bring

Bring at least two years leading complex projects in project management, technical account management, or implementation
Communicate clearly in writing and live discussions, adjusting your message for a CTO or business owner
Understand APIs, webhooks, and cloud tooling well enough to configure and explain solutions without coding
Stay organized and proactive, take ownership of customer results, and create structure when the path is unclear
Bring SaaS, AI, or developer-tools experience, a solutions engineering, consulting, or implementation background, and something you built from scratch

Who this fits

This suits someone who can coordinate customers, engineering, and product while creating structure in an evolving environment. The role is onsite in San Francisco and includes quarterly offsites. You’ll work directly with the founders and own how customers are supported and expanded.

From the employer

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