Customer Success Engineer

Stedi; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

Stedi is building the first new healthcare clearinghouse in decades and is growing its Customer Success Engineering team. You will work directly with customers to help them maximize value from our modern API-backed system and translate learnings back to product and engineering.

The work moves quickly, spans a wide surface area, and directly impacts customers, revenue, and the roadmap. You are an expert in revenue cycle management, technically fluent with APIs and data formats like JSON and X12,

Qualifications

• Subject-matter expertise in revenue cycle management (RCM).
• Experience with APIs and data formats (JSON, X12, flat files).
• Ability to identify product gaps and communicate them to eng/product teams.

Responsibilities

• Support new customers from PoC through production to ensure fast processing of claims and eligibility checks.
• Collaborate with customers via dedicated Slack channels.
• Triage requests on product usage, payer responses, claims, remittances, and eligibility checks.
• Identify product gaps and relay issues to product/engineering teams for review and implementation.
• Contribute to external documentation and internal runbooks to enable self-service adoption.
• Use data to monitor customer health and proactively improve retention.

Skills

Revenue cycle management

APIs & data formats

Product mindset

Multitasking & responsiveness

Customer empathy

Self-motivated

Customer-facing experience

Fast-paced environment

Job description

We're building a new healthcare clearinghouse

Stedi is building the first new healthcare clearinghouse in decades. In the healthcare sector, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that all insurance payers exchange transactions such as claims, eligibility checks, prior authorizations, and remittances using a standardized EDI format called X12 HIPAA. Clearinghouses process the majority of these transactions, offering consolidated connectivity to carriers and providers. Until Stedi, the space was occupied entirely by a small group of legacy players, built on outdated, often pre-internet technology.

Stedi is the world's only programmable healthcare clearinghouse. By offering modern API interfaces alongside traditional real-time and batch EDI processes, we enable both healthcare technology businesses and established players to exchange mission-critical transactions. Our clearinghouse product and customer-first approach have set us apart. Stedi was ranked by Ramp as one of the fastest-growing SaaS vendors.

We have lightning in a bottle: engineers and designers shipping products week in and week out; a lean business team supporting the company's infrastructure; passion for automation and eliminating toil; $142 million in funding from top investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more. To learn more about how we work, watch our founder Zack's interview with First Round Capital.

What we are looking for

We're growing our Customer Success Engineering team. This team is the face of the organization. You'll work directly with customers to help them get the most out of Stedi, and you'll bring what you learn back to the rest of the company to shape how we build and improve the product. The work moves fast, spans a lot of surface area, and has a real impact - on our customers, our revenue, and our roadmap.

Who you are

• You have subject matter expertise in revenue cycle management. You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, check claim status, and reconcile ERAs. You have several years working at an RCM company, clearinghouse, or managing RCM inside of a healthcare organization.

• You are technical. You understand and have experience using and integrating APIs, and have a familiarity with data formats and standards such as JSON, X12, and other flat file formats.

• You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering and product teams, and ensure those requirements satisfy the customer's needs.

• You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough.

• You have deep customer empathy. You can quickly understand a customer's needs while also having the ability to get into the weeds on technical areas of a product to ensure they're getting the most value. You keep customers at the center of your work and always prioritize customer relationships.

• You do what it takes to get the job done. You are resourceful, self-motivating, self-disciplined, and don't wait to be told what to do. You put in the hours.

• You have experience in customer-facing roles: Ideally within customer success, technical support, or adjacent roles.

• You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

What you'll do

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.

• Collaborate with customers via dedicated Slack channels.

• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.

• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.

• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.

• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

The annual compensation range for this role is $140,000-$200,000. For roles with a variable component, the range provided is the role's On Target Earnings ("OTE") range, which means that the range is inclusive of the sales commissions or bonus target and annual base salary. This range may be inclusive of multiple experience levels at Stedi and will be narrowed during the interview process based on a number of factors, including the candidate's experience, location, and qualifications. Please reach out to your recruiter with any questions.

We appreciate your attention to this and your interest in joining Stedi.