Technical Success Manager

Technical Success Manager

Substrate is building the world's first AI native BPO, starting with healthcare RCM. We're focused on helping healthcare enterprises like physician groups, EMR providers, and BPOs accelerate AR, and get reimbursed quickly and cost effectively. We already touch over 500k healthcare claims each month.

We're looking for a Technical Success Manager to make client experiences magical. This involves deeply understanding client needs, leaders, and processes, our interfaces with client systems, and the underlying stack used to support them. You'll help clients run down problems and help engineers explore new opportunities with clients, and you'll help clients understand how agents are working in production, and understand their data. This is a role for someone who finds vague answers unsatisfying, and derives deep pleasure from enabling clients to be more successful.

What You'll Work On

• Own the Client Relationship: Primary point of contact for clients from pilot through expansion. Build trust with operators and executives by showing up with answers, not ticket numbers.
• Investigate and Diagnose: Take customer-reported anomalies all the way to root cause, without waiting for an engineer to guide you. Query production databases, trace through the codebase, and reconstruct exactly what happened.
• Develop autonomous tools: Create new, differentiated tools for understanding production problems more quickly and reliably, and scaling client interactions.
• Prototype and Demo: Show customers what better looks like before engineering builds it. Turn unarticulated client needs into high fidelity use cases for us to explore

You Might Be a Fit If

• You've been load bearing in previous roles, and are willing to take an extreme amount of ownership.
• You are interested in going technically deeper into problems than anyone reasonable would, in service of excellence.
• You're comfortable in code, SQL and data
• You have owned customer relationships in a B2B SaaS or Enterprise software or agentic AI environment with real accountability for retention or expansion
• Deep experience with modern LLM architectures, fine-tuning approaches, and utilizing evals at scale
• You either have healthcare domain knowledge already, or you're excited about using AI to automate the tedium in healthcare
• High agency: when blocked you find another path; when uncertain, you investigate rather than waits
• You're excited about working in person, in San Francisco, 3 days a week.

Some general color on what we're looking for:

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. If you spike extremely in certain areas or not in others, or if you're extremely interested in this work and willing to go very deep to create something special, please apply and lets chat.

Meaningful salary and equity available.