• Own and elevate the Operator segment across North America • Build and execute strategies maximizing customer value, retention, and expansion • Lead a high-touch regional team • Oversee tech-touch program for scalable engagement • Define and execute North America Customer Success strategy for the Operator segment • Own segment health, renewal, and expansion metrics • Design and implement tiered service models • Develop and maintain onboarding, product adoption, risk mitigation playbooks • Lead and mentor a North America Customer Success team • Define team structure, roles, and career development plans • Partner closely with Sales, Product, Support, and Implementations teams • Build a robust customer advocacy and reference program

• Monitor package carrier activity to help ensure shipments are delivered on time, accurately, and without disruption. • Serve as a first point of escalation when carrier service failures or delivery exceptions occur. • Proactively identify and intervene on time-sensitive delivery risks before they impact customers or patients. • Communicate with carriers, customers, and internal teams to coordinate resolutions and keep shipments moving. • Track, document, and analyze service interruptions and root causes to support continuous improvement. • Support operational best practices and compliance standards across package carrier networks. • Provide timely, clear, and confident updates on shipment issues and resolutions. • Use technology and reporting tools to monitor performance, detect patterns, and support visibility.

About Phoebe Phoebe is modernizing America’s home healthcare infrastructure. This is the coordination layer for one of the largest labor markets in the country. Today, we build AI teammates for home care and home health agencies - starting with scheduling workflows that are mission-critical, high-volume, and deeply broken. About the Role Our scheduling agents have gone from $0 to $1M in just a few months. Now we need to expand our Customer Experience team with a Customer Success Manager to make sure our growing client base gets real, lasting value from Phoebe. You'll own the full post-sale relationship, from implementation through ongoing success. That means running kickoff calls, leading training sessions, checking in on health and feedback, and making sure customers feel genuinely supported every step of the way. This is a foundational role at Phoebe - you'll be you'll help 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 Phoebe scales, so will your responsibilities and impact. What You'll Do - Own client relationships from sales handoff through implementation and ongoing success - Run kickoff calls, implementation training, check-ins, and feedback sessions - Configure Phoebe's scheduling agents to match each client's unique workflows and business rules - Develop client-specific success metrics and track progress against them - Partner with customers to understand their operational pain and future needs (not just current feature gaps) - Deliver continuous feedback to engineering on customer experience, feature requests, and quality-of-life improvements - Translate customer feedback into actionable insights for product, engineering, and GTM - Use AI and LLMs as a core part of your workflow to improve speed, quality, and learning Who You Are - A confident, curious CSM who can own client relationships from day one - Someone with strong project management instincts (you'll be juggling multiple implementations at once) - Proven track record of improving NRR, adoption, or other success metrics (even if you don't have the exact numbers) - Comfortable being uncomfortable, and skilled at receiving client feedback gracefully (and turning it into action) - Able to clearly communicate value even when features are still evolving - Comfortable with technical concepts and able to troubleshoot basic issues before escalating - Quick to learn a fast-moving product and even quicker to teach it to others (things change weekly here, and you'll need to keep up and bring customers along with you) - Someone who takes ownership, moves quickly, and exercises good judgment without needing rigid guidance - An active user of LLMs and modern tools to work faster and learn more from every conversation Nice to Have - Early-stage experience (Seed to Series A) at a high-growth tech startup - Experience in healthcare, staffing, or ops software - Familiarity with home care or home health (or a genuine interest in learning the market fast) - Comfort with data analysis to identify trends across accounts - Ability to work West Coast hours, regardless of location What We Offer - A foundational seat doing high-leverage work at a company with real demand and a product that matters - Competitive salary with above-market equity - Small team where your work ships to customers immediately - Open to remote, with a preference for NYC (Chinatown / LES) - Multiple second-time founders to learn from: Justin (CEO) sold Bayes (YC S19) to Airtable. Dave built and sold Kamana, an app for travel nurses.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Client Success Associate supports the Client Services team in delivering exceptional service to clients while ensuring smooth daily operations within the Court Reporting Division. This role assists with client communications, tracks and prioritizes tasks, helps resolve routine client issues, and collaborates cross-functionally to maintain a positive and consistent client experience. The Client Success Associate follows established client service processes, participates in structured training, and contributes to continuous improvement efforts within the division. This position is fully remote and reports directly to the Client Services Manager. - Participate in training sessions on key software tools (including ClickUp, Front, Prevail, and Microsoft Office Suite) to build technical proficiency and support team consistency. - Serve as a point of contact for clients by responding to routine questions and service-related requests. - Track, update, and prioritize assignments in ClickUp to ensure timely completion of tasks. - Support communication and collaboration between Scheduling, Client Services, Production, Sales, and Billing teams. - Monitor client satisfaction and escalate feedback to senior team members as appropriate. - Work with cross-functional teams to resolve straightforward client issues and suggest process improvements. - Escalate complex client concerns to senior team members and assist in communicating resolutions to clients. - Assist with weekly criminal deposition assignments. - Create and distribute Prevail via Zoom link requests. - Support enforcement of new resource invoice requirements in coordination with internal teams. - Ensure adherence to company policies, service standards, and applicable industry regulations. Qualifications - 1 to 2 years’ experience in a customer service, legal support, or administrative role preferred. - Strong organizational skills and attention to detail. - Clear written and verbal communication skills. - Ability to manage multiple tasks and deadlines in a fast-paced environment. - Willingness and ability to learn client management software, including ClickUp, Front, and Prevail. - Some experience in Microsoft Office Suite (Outlook, Word, Excel). - Positive attitude, professionalism, and eagerness to learn and grow within the role. Requirements - The compensation for this role is $20.00-$24.00 hour. - Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications. Benefits - People-Focused Culture - Competitive Pay & Quarterly Incentives - Comprehensive Benefits, 401k & Wellbeing Programs - Paid Time Off & Holidays - Professional Development & Career Growth Opportunities