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.

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.)

Technical Customer Success Lead

Key skills