Lead Technical Implementation Manager

Plenful; San Francisco (CA); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Healthcare Coverage

401(k) with Company Match

Equity

Unlimited PTO

Daily Lunch Stipend

Wellness Stipend

Commuter Benefits

Parental Leave

Job summary

Plenful is seeking a Manager of Technical Customer Success to lead the Intake Authorization team, while hands-on with select customer portfolios. You’ll mentor colleagues, drive technical solutions, and ensure scalable, high-quality outcomes.

Collaborating with Account Management, Product, and Engineering, you’ll define standards, analyze escalations, and translate recurring issues into better processes and tooling.

Qualifications

• 6+ years in technical customer success or related role.
• 2+ years of people management or team leadership.
• Coached technical professionals while remaining hands-on with customers.
• Proficient in writing and troubleshooting complex SQL queries.
• Experience with API-based integrations (JSON, XML, YAML).
• Hands-on with healthcare integration standards such as FHIR or HL7.
• Able to read and troubleshoot code though software development isn’t primary.
• Structured root-cause analysis and sound judgment.
• Ability to explain complex topics to executives and nontechnical partners.
• Balance customer work, people leadership, and operations in a fast-growing environment.

Responsibilities

• Lead and grow the Intake Authorization Technical Customer Success team.
• Carry a customer portfolio and provide hands-on technical guidance.
• Set standards for technical quality, communication, ownership, and responsiveness.
• Investigate SQL, customer data, APIs, healthcare integrations, configurations, and product behavior.
• Lead the technical response to high-impact customer escalations.
• Manage team capacity, prioritization, and coverage as the team grows.
• Improve triage, investigations, documentation, and escalation processes.
• Turn recurring issues into documentation, tooling, automation, or training.
• Collaborate with Account Management, Product, Engineering, Support, and Implementation to improve the customer experience.
• Define and track metrics related to resolution speed, escalations, and team effectiveness.
• Build a culture of learning, accountability, collaboration, and continuous improvement.

Skills

Technical leadership

SQL queries

API integrations

FHIR HL7

Customer success

Root cause analysis

Escalation management

Communication

Healthcare SaaS

Team leadership

Tools

JSON

XML

YAML

Job description

About Plenful

Plenful is on a mission to transform healthcare operations from the inside out. Fresh off our $50M Series B and backed by Notable Capital, Bessemer Venture Partners, TQ Ventures, Susa/Kivu Ventures, and other leading investors, we’re building the category-defining AI automation platform that healthcare teams rely on to operate smarter, faster, and more efficiently. Our technology empowers healthcare operators across hospital and health systems, pharmacies and payors to eliminate manual work, reduce administrative burden, and improve compliance, all while unlocking critical revenue to fund programs for their in-need patient populations.

Built by healthcare operators for healthcare operators, Plenful is driven by a deep understanding of the challenges facing today’s care teams. We’re passionate about equipping healthcare workers with world-class tools that deliver real, measurable impact, and we’re proud to serve 100+ leading health systems, pharmacies, and healthcare organizations across the country. If you’re excited to help shape the future of healthcare, we’d love to meet you.

About The Role

We’re looking for a Manager of Technical Customer Success to lead our six-person Intake Authorization team as it grows.

This is a player-coach role: you’ll manage and develop the team while carrying your own customer portfolio. You’ll help customers solve complex data, integration, and configuration challenges while ensuring the team delivers consistent, scalable, and high-quality technical solutions.

You’ll work closely with Account Management, Product, and Engineering to improve the customer experience and shape how Technical Customer Success supports the Intake Authorization product.

What You’ll Do

• Manage, coach, and develop the Intake Authorization Technical Customer Success team.
• Carry a customer portfolio and provide hands‑on technical guidance.
• Establish standards for technical quality, customer communication, ownership, and responsiveness.
• Guide investigations involving SQL, customer data, APIs, healthcare integrations, configurations, and product behavior.
• Lead the technical response to complex or high‑impact customer escalations.
• Manage team capacity, prioritization, and customer coverage as the team grows.
• Improve how the team triages, investigates, documents, and escalates technical issues.
• Turn recurring customer challenges into documentation, tooling, automation, training, or product improvements.
• Partner with Account Management, Product, Engineering, Support, and Implementation to resolve issues and improve the customer experience.
• Define and track metrics related to resolution speed, escalation trends, technical quality, capacity, and team effectiveness.
• Build a team culture centered on learning, accountability, collaboration, and continuous improvement.

You May Be a Fit If

• You have 6+ years of experience in technical customer success, solutions engineering, technical support, integrations, or a related customer‑facing technical role.
• You have 2+ years of direct people‑management or formal team‑lead experience.
• You have successfully coached technical professionals while remaining hands‑on with customers.
• You’re highly proficient in writing and troubleshooting complex SQL queries.
• You’ve built, configured, and troubleshot API‑based integrations using formats such as JSON, XML, or YAML.
• You have hands‑on experience with healthcare integration standards such as FHIR or HL7.
• You’re comfortable reading and troubleshooting code, even if software development is not your primary background.
• You approach technical problems with structured root‑cause analysis and sound judgment.
• You’ve led complex customer escalations involving multiple internal teams.
• You can explain technical issues clearly to customers, executives, and nontechnical partners.
• You can balance customer work, people leadership, and operational responsibilities in a fast‑growing environment.
• Experience with prior authorization, medication access, pharmacy operations, or healthcare SaaS is strongly preferred.

Why You’ll Love Working Here

• Mission‑Driven, World‑Class Team — Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impact
• Opportunities for Growth — Strengthen your expertise through collaboration with experienced, high‑performing leaders across the organization
• Flexible Hybrid Work Environment — We're remote‑first, with meaningful office presence in San Francisco and New York. R&D roles follow a hybrid model, with two days per week in our San Francisco office

Benefits & Perks

• Healthcare Coverage — Full medical, dental, and vision insurance for you and participation for your family
• 401(k) with Company Match — Plenful matches 50% of your first 3% contributed
• Equity — Every full‑time employee shares in our success
• Unlimited PTO — Take the time you need, when you need it
• Daily Lunch Stipend — $100/week to cover your midday meals
• Wellness Stipend — $100/month to support your health and well‑being
• Commuter Benefits — $100/month for SF and NYC‑based employees
• Parental Leave — Paid leave to support growing families