Technical Customer Success Lead
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Job Description
Lead Technical Customer Success on healthcare Intake Authorization Suite implementations. Drive outcomes through hands-on leadership, guide teams and design scalable onboarding frameworks.
Responsibilities:
- Own implementation outcomes and long-term success for use cases in our Intake Authorization Suite, serving as the subject matter expert to guide early alignment, efficient and robust implementations, and scalable support mechanisms for a critical and growing segment of our business
- Serve as a player-coach on our Technical Customer Success team, balancing hands-on technical leadership with building a high-performing team that can manage Intake Authorization implementations day-to-day
- Drive time-to-value for our Intake Authorization customers by designing efficient, repeatable implementation templates and playbooks, and continuously refining onboarding workflows
- Collaborate deeply with cross-functional teams, including Account Management, Sales, Product, and Engineering to gather requirements, configure solutions, and ensure ongoing value delivery
- Lead technical problem solving—from SQL queries and Python scripts to API/FHIR integrations—directly unblocking implementations when needed
- Build tight feedback loops with Product and Engineering, ensuring customer insights shape roadmap priorities and product enhancements
- Own KPI outcomes for Intake Authorization implementations including time to value, customer satisfaction, and resolution times, and ensure the team is tracking and exceeding targets.
Requirements:
- 5+ years of in Solutions Engineering, Implementation, Technical Account Management, or a related field
- Ability to explain complex technical problems in concise communication
- Experience in the healthcare industry and preferably within the patient intake, benefits verification, and prior authorization space
- Mentored and guided team members in effective implementation and problem-solving.
- Successfully served as a senior escalation point for complex technical issues, resolving critical roadblocks.
- Proficient in SQL
- Experience in working with APIs and/or FHIR integrations (JSON, HL7, XML, etc.)
- Familiarity with code (Python, YAML, etc.)
Benefits:
- Enjoy unlimited PTO
- Fully covered health insurance (medical, dental, and vision)
- Meal stipend
- Health & wellness stipend
- 401(k) matching
- Stock options
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