Lead Technical Implementation Manager

About the role

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. Apply now to join our growing team.

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.