Lead Technical Implementation Manager

About the Role

We’re looking for a Manager of Technical Customer Success to lead our six-person Intake Authorization team as it grows.

This is a player-coach role: you’ll manage and develop the team while carrying your own customer portfolio. You’ll help customers solve complex data, integration, and configuration challenges while ensuring the team delivers consistent, scalable, and high-quality technical solutions.

You’ll work closely with Account Management, Product, and Engineering to improve the customer experience and shape how Technical Customer Success supports the Intake Authorization product.

What You’ll Do

• Manage, coach, and develop the Intake Authorization Technical Customer Success team.
• Carry a customer portfolio and provide hands-on technical guidance.
• Establish standards for technical quality, customer communication, ownership, and responsiveness.
• Guide investigations involving SQL, customer data, APIs, healthcare integrations, configurations, and product behavior.
• Lead the technical response to complex or high-impact customer escalations.
• Manage team capacity, prioritization, and customer coverage as the team grows.
• Improve how the team triages, investigates, documents, and escalates technical issues.
• Turn recurring customer challenges into documentation, tooling, automation, training, or product improvements.
• Partner with Account Management, Product, Engineering, Support, and Implementation to resolve issues and improve the customer experience.
• Define and track metrics related to resolution speed, escalation trends, technical quality, capacity, and team effectiveness.
• Build a team culture centered on learning, accountability, collaboration, and continuous improvement.

You May Be a Fit If

• You have 6+ years of experience in technical customer success, solutions engineering, technical support, integrations, or a related customer-facing technical role.
• You have 2+ years of direct people-management or formal team-lead experience.
• You have successfully coached technical professionals while remaining hands-on with customers.
• You’re highly proficient in writing and troubleshooting complex SQL queries.
• You’ve built, configured, and troubleshot API-based integrations using formats such as JSON, XML, or YAML.
• You have hands-on experience with healthcare integration standards such as FHIR or HL7.
• You’re comfortable reading and troubleshooting code, even if software development is not your primary background.
• You approach technical problems with structured root-cause analysis and sound judgment.
• You’ve led complex customer escalations involving multiple internal teams.
• You can explain technical issues clearly to customers, executives, and nontechnical partners.
• You can balance customer work, people leadership, and operational responsibilities in a fast-growing environment.
• Experience with prior authorization, medication access, pharmacy operations, or healthcare SaaS is strongly preferred.

Benefits & Perks

• Healthcare Coverage - Full medical, dental, and vision insurance for you and participation for your family
• 401(k) with Company Match - Plenful matches 50% of your first 3% contributed
• Equity - Every full-time employee shares in our success
• Unlimited PTO - Take the time you need, when you need it
• Daily Lunch Stipend - $100/week to cover your midday meals
• Wellness Stipend - $100/month to support your health and well-being
• Commuter Benefits - $100/month for SF and NYC-based employees
• Parental Leave - Paid leave to support growing families