Director, Technical Customer Success

What you’ll do

• Lead and scale our Technical Customer Success team as a true player-coach, balancing hands-on technical leadership with people development
• Accelerate time to value by designing scalable implementation playbooks and refining onboarding processes that evolve as we achieve our significant growth goals
• Own technical escalations, diving deep into SQL and Python-based issues when needed, to quickly unblock your team and ensure successful customer outcomes
• Forge powerful feedback loops with Product and Engineering to surface customer-driven insights, shaping feature prioritization, and driving constant product improvement
• Partner with Account Management and Sales teams to ensure seamless delivery of value, identify expansion opportunities, and drive exceptional customer satisfaction
• Measure success and lead by metrics. Own key KPIs, including time to value and technical issue resolution time; continuously assess and optimize team performance

What we’re looking for

• Experience
• • 8+ years in Solutions Engineering, Implementation, Technical Account Management, or a related field
  • 4+ years in management roles scaling a technical, customer-facing organization (ideally in a SaaS or healthcare tech environment)
  • • A proven player-coach—someone who can both lead, manage, and hire effectively, and also step in to help solve challenging technical issues
    • Strong people management and team-building experience, with a track record of sustaining high team performance and morale in a fast-growing startup
    • Demonstrated ability to track, interpret, and act on KPIs to continuously improve customer outcomes
  • Ability to explain complex technical problems in concise communication to both technical and non-technical stakeholders
  • Experience in the healthcare industry (familiarity with data quality management, prior authorizations, benefits verification, etc.)
• Technical skills
• • Proficient in SQL
  • Experience in working with APIs and/or FHIR integrations (JSON, HL7, XML, etc.)
  • [Nice to Have] Familiarity with code (Python, YAML, etc.)
• Additional skills
• • Excellent verbal and written communication skills
  • Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues
  • Ability to serve as a senior technical point of escalation, representing Plenful externally on technical matters and ensuring clear, credible communication with customers during escalations or complex implementations
  • Ability to work collaboratively across functions, including Sales and Account Management, to ensure a seamless customer experience
  • Highly organized, able to manage multiple accounts, and prioritize tasks independently
• Miscellaneous
• • A genuine interest in healthcare and making the industry more efficient
  • Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team member
  • A bias toward action and enjoyment working in a dynamic, fast-moving environment

Plenful perks

• Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options.
• Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders