Lead Technical Implementation Manager

Plenful • New York City, NY

1d • Hybrid

About The Position

Plenful is hiring a Manager of Technical Customer Success to lead its six-person Intake Authorization team as it grows. This is a player-coach position: the manager will develop the team while also managing a customer portfolio and providing hands-on technical guidance. The role focuses on helping customers resolve complex data, integration, and configuration challenges and ensuring the team delivers consistent, scalable, high-quality technical solutions.

The manager will partner with Account Management, Product, Engineering, Support, and Implementation to improve the customer experience and shape Technical Customer Success support for the Intake Authorization product. Responsibilities include leading complex customer escalations, improving technical workflows, managing team capacity and coverage, and establishing standards and metrics for team effectiveness.

Requirements

• 6+ years of experience in technical customer success, solutions engineering, technical support, integrations, or a related customer-facing technical role.
• 2+ years of direct people-management or formal team-lead experience.
• Experience coaching technical professionals while remaining hands-on with customers.
• High proficiency in writing and troubleshooting complex SQL queries.
• Experience building, configuring, and troubleshooting API-based integrations using formats such as JSON, XML, or YAML.
• Hands-on experience with healthcare integration standards such as FHIR or HL7.
• Comfort reading and troubleshooting code, even if software development is not the primary background.
• Ability to approach technical problems with structured root-cause analysis and sound judgment.
• Experience leading complex customer escalations involving multiple internal teams.
• Ability to explain technical issues clearly to customers, executives, and nontechnical partners.
• Ability to balance customer work, people leadership, and operational responsibilities in a fast-growing environment.

Nice To Haves

• Experience with prior authorization, medication access, pharmacy operations, or healthcare SaaS.

Responsibilities

• 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.

Benefits

• Full medical, dental, and vision insurance for employees, with participation for family.
• 401(k) with company match of 50% of the first 3% contributed.
• Equity for every full-time employee.
• Unlimited PTO.
• Daily lunch stipend of $100 per week.
• Wellness stipend of $100 per month.
• Commuter benefits of $100 per month for San Francisco- and New York City-based employees.
• Paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed