Technical Customer Success Manager – Healthcare SaaS

Responsibilities

• Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform.
• Build strong relationships with clinical users, administrators, and customer IT teams.
• Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process.
• Advocate for customer needs and provide feedback to internal product and engineering teams.
• Investigate, reproduce, document, and manage customer‑reported product issues.
• Perform structured troubleshooting to identify root causes and determine appropriate resolution paths.
• Support application configuration, user administration, access management, and platform setup activities.
• Assist customers with login, authentication, user provisioning, and system access issues.
• Monitor operational dashboards and proactively identify potential user‑impacting concerns.
• Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently.
• Escalate complex issues with detailed diagnostics, documentation, and supporting evidence.
• Coordinate with customer IT teams regarding integrations, authentication, and technical configurations.
• Help identify recurring issues and contribute to long‑term improvements that enhance customer experience.

Requirements

• 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.
• Ability to investigate and troubleshoot complex application issues in production environments.
• 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.