Senior 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, Door Dash, 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.

Our customers have grown rapidly, and we’re expanding the Customer Experience team 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.

• 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: You will build relationships where clients know they can reach you to solve complex issues, creating a "low friction, high support" environment. You'll be a thought leader and advise them on best practices for not only the product but also overall operations.

• Operate with an AI-First Mindset: If you're not maxing out your Claude and OpenAI credits, you're not doing things right. You don't just work at an AI company; you use AI to work better. You will use LLMs and AI tools thoughtfully to accelerate your own workflows. But, you're careful never to ship 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. You’re 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: You’re the frontline observer of how our AI performs in the real world. Translate client feedback and operational data into clear, actionable insights for Product and Engineering. The feedback you surface directly shapes what we build.

• Solve…