Technical Customer Success Manager (Healthcare SaaS)
Remote · United States
Job Summary
Technical Customer Success Manager for our healthcare SaaS platform. Serve as a trusted advisor and primary support resource for customers, building relationships with clinical users, administrators, and customer IT teams. Guide users through technical challenges, investigate and document product issues, and ensure a positive support experience throughout issue resolution. Collaborate with Product, Engineering, Infrastructure, and Clinical teams to resolve issues efficiently, escalate complex problems with detailed diagnostics, and help with configurations, authentication, user provisioning, and system access. Strong communication, problem-solving, and the ability to translate technical concepts for non-technical users are essential.
Required Qualifications
- 4+ years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or related customer-facing technology roles
- Experience supporting SaaS applications and web-based software platforms
- Experience working directly with customer IT teams and end users
- Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC is preferred
- Experience using ticketing systems, monitoring tools, and operational dashboards
- Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience is highly preferred
- Bachelor’s degree preferred but not required with relevant experience
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