Customer Success Manager

Who We Are
About Parakeet Health
“Due to increased call volume, wait times are longer than usual” - Every phone call, every time of day

Have you ever called your doctor’s office for yourself or a loved one and were put on hold for 10 minutes? It disrupts your day and is a huge waste of time.

Today, medical call centers are staffed with 25 to 200+ people making and answering calls all day long. Despite this massive investment, they only answer calls from 8 am - 5 pm and patients still have to wait on hold during peak times.

Parakeet Health is on a mission to enable more affordable, effective, and enjoyable care by automating repetitive healthcare administrative tasks — starting with phone calls and texting. We’re building an AI patient engagement platform that enables patients and medical practices to communicate easily while reducing admin costs. Our conversational AI call center agent automates repetitive admin tasks like appointment scheduling, patient outreach, and referral management through calls and texts 24/7.

We are venture backed by top-tier VCs including Canvas Ventures (investors in Doximity, Superhuman, Upwork), CoFound Partners, and StoryHouse Ventures. Our angel investors include the founder of One Medical, former CTO of Twitter, and co-founder of Tend Dental.

In the news:

• Fierce Healthcare: Parakeet Health expands AI call center, announces $3M seed round
• Healthcare Innovation: ‘LLM-Native’ Startup Parakeet Bringing AI to Physician Practice Call Centers
• MedCity News: Parakeet Health Flies Onto The Scene to Automate Healthcare Call Centers

About the Founding Team
We are a team of seasoned healthcare industry veterans (One Medical IPO, Doximity IPO, Epocrates IPO) and engineers and product people (Microsoft, Twitter, Rippling, Primer AI). Our customers include national primary care practices operating in all 50 states as well as regional multi-specialty and urgent care health systems which care for 100,000+ underserved lives.

Healthcare is very hard. To win in healthcare, a traditionally slow-moving field, one must deeply understand healthcare workflows and know the right people to gain trust. With decades of experience in healthcare operations and ML/NLP, we have a deep network of friends and colleagues in this space which has accelerated customer acquisition.

Company Values

• High Agency 🏋️‍♂️
  Take ownership and get stuff done. See something wrong, fix it. Builders don’t wait or expect someone else will fix it.

• Craftsmanship ✨
  Sweat the details, delight users, and be proud of everything you ship. Leave things better than you found it. You don’t push the world forward doing an “okay” job. You need to do phenomenal work. Quality is not a plus; it's a must-have.

• No ego 🤝
  It's okay to admit you don't know something and ask for help — it's a sign of strength, not weakness. Always assume positive intent. We communicate in a kind, direct, and transparent way.

• Curious 🔍
  Always ask why and question how things can be better. Seek to understand the problem and the user needs.

The Role
We are looking for a dedicated Customer Success Manager to join our team and play a pivotal role in enhancing our customers’ and patients’ experiences.

Key Responsibilities

• Client Relationship Management: Serve as the primary point of contact for healthcare organizations, ensuring smooth onboarding and ongoing engagement.
• High-Touch Support: Provide responsive, personalized, and proactive support to clients, addressing their needs with urgency and care.
• Account Management: Develop and maintain strong, long-term relationships with clients, anticipating their needs and delivering tailored solutions.
• Patient Experience Advocacy: Act as a champion for patient experience, ensuring the highest level of care and satisfaction while balancing the operational needs of the healthcare provider.
• Problem Solving: Work closely with internal teams to resolve any client issues or concerns promptly, ensuring successful outcomes for both the client and the patients they serve.
• Client Feedback Integration: Gather and relay client feedback to improve Parakeet Health’s products and services, helping to drive continuous improvement.

Qualifications

• 3+ years of experience in customer success, account management, or a related role.
• Experience in healthcare or a strong understanding of healthcare operations is highly beneficial.
• Detail-oriented and highly organized, with the ability to juggle multiple client accounts and prioritize effectively.
• Hospitality mindset: Exceptional responsiveness, empathy, and a passion for delivering high-touch customer service.
• Mission-driven with a commitment to improving the healthcare experience for both providers and patients.
• Excellent verbal and written communication skills, with the ability to tailor messaging for different stakeholders.

Benefits and Perks

• Competitive salary plus equity
• Excellent health, dental, and vision insurance
• Free illy espresso, coffee, beer, and curated snacks
• Fitness stipend
• Commuter benefits
• Unlimited PTO
• 401(k)

Our Office (aka The Nest)
This role is in-person at our office in San Francisco, CA by Montgomery BART. We enjoy the company of each other and being in the same space helps us move quicker, exchange ideas easily, and have fun while doing it. After 4 years, we’re quite tired of Zoom meetings all day. Include a 🦜 in your application for extra credit.

How to Apply
Visit: https://app.dover.com/apply/Parakeet%20Health/c692b580-f01a-4af2-9f1a-6e8001b8c2db?rs=40116684