Technical Customer Success Manager – Healthcare SaaS

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable advisor and main support contact for clients utilizing the organization’s healthcare software platform.

• Develop strong connections with clinical users, administrators, and customer IT teams.

• Ensure clients receive prompt updates, clear communication, and a positive support experience throughout the resolution of issues.

• Advocate for client needs and relay feedback to internal product and engineering teams.

• Investigate, replicate, document, and manage product issues reported by customers.

• Conduct systematic troubleshooting to identify root causes and determine suitable resolution strategies.

• Assist with application configuration, user administration, access management, and platform setup tasks.

• Aid customers with login, authentication, user provisioning, and system access challenges.

• Monitor operational dashboards and proactively identify potential user-impacting issues.

• Collaborate closely with Product, Engineering, Infrastructure, and Clinical teams to ensure efficient issue resolution.

• Escalate complex issues with comprehensive diagnostics, documentation, and supporting evidence.

• Coordinate with customer IT teams regarding integrations, authentication, and technical setups.

• Help in identifying recurring issues and contribute to long-term improvements that enhance the customer experience.

⛳️ Requirements

• Over 4 years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or similar customer-facing technology roles.

• Experience in supporting SaaS applications and web-based software platforms.

• Proven 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 with ticketing systems, monitoring tools, and operational dashboards.

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

• Experience in healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations is highly preferred.

• Bachelor’s degree preferred but not mandatory with relevant experience.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Paid Time Off (Vacation, Sick & Public Holidays)