Charta Health · San Francisco
Customer SupportProductFullTimeposted 2w ago
In an industry where the focus should rightly be on delivering quality care to patients, healthcare providers remain burdened by the complexities of non-clinical operations. Charta is changing that.
We're building the operating system for modern healthcare organizations. Our AI platform streamlines critical workflows across revenue cycle, clinical operations, and administrative functions, helping providers and payers operate more efficiently and deliver better patient care. Backed by Bain Capital Ventures, Charta is on a mission to make every healthcare dollar accountable and every chart accurate, reimagining healthcare infrastructure from the ground up.
We're looking for a Technical Success Manager (TSM) to own our client relationships in steady state - the health of each deployment, the client's day-to-day technical questions, and the early signal that something has degraded or that a client is ready to grow with us.
This is not a traditional CSM role. You will get hands-on with the product: debugging customer issues directly, working with AI tools to move fast, and resolving what you can yourself. What you can't resolve directly, you will triage to the right owner - and because every account is mapped to an owning engineering pod from day one, you will always know exactly where an escalation goes. You are accountable for the triage decision and for the client getting an answer.
Our account base is growing rapidly, and we've built the role so you can make an impact immediately. Onboarding runs on documentation, not shadowing - new TSMs carry their own book of accounts within their first 30 days, not their first 90.
Own the Client in Steady State: Serve as the client's primary point of contact after go-live. You will monitor deployment health, field day-to-day technical questions, and catch the signal that something has degraded or that a client is ready to expand - before it becomes a fire.
Resolve and Triage: Dig into issues hands-on, using data, logs, and AI tooling to diagnose and fix what you can directly. For what you can't, you will make the triage call - routing deployment issues to oncall and product gaps to the owning pod - and own the loop until the client has an answer.
Drive Value & ROI: Work collaboratively with stakeholders to establish success metrics immediately. You will regularly articulate the ROI of our solution via Quarterly Business Reviews (QBRs), translating technical usage data into business impact that resonates with executive leadership.
Own the Commercial Relationship: Manage the renewal lifecycle not as a transaction, but as the result of a year of managed value. You will identify opportunities for expansion - new use cases or licenses - ensuring our customers' success fuels our mutual growth.
Proactive Account Stewardship: Monitor account health signals to identify risks months in advance. You will execute decisive "get-well" plans and move customers beyond initial adoption to deep, habit-forming usage.
Be the Voice of the Customer: Synthesize feedback from your portfolio to provide Product and Engineering with data-driven insights. You will bridge the gap by translating complex technical concepts into business language for clients, and business needs into specs for our internal teams.
Prescribe Solutions: Go beyond support. You will use your domain fluency to diagnose root causes and prescribe specific workflows that solve real business problems, guiding customers away from custom workarounds and toward scalable solutions.
Are Technically Fluent. You are comfortable in the weeds of a technical product - reading data, tracing an issue to its root cause, and working alongside engineers as a peer. A coding background is not required. What matters is technical comfort and the ability to map technical issues to enterprise value.
Figure It Out Yourself. You are intellectually curious and self-sufficient in the weeds. When you hit something unfamiliar, your instinct is to dig - into the data, the docs, the tooling - and come back with an answer, not a question. This role runs on documentation and your own initiative, not structured mentorship or someone teaching you how to debug.
Build Multi-Threaded Relationships. You cultivate deep connections across an organization, comfortably moving from technical troubleshooting with daily users to strategic planning with executive sponsors.
Practice the "Art of No." You are comfortable setting healthy boundaries. You prioritize and manage expectations rather than chasing every request, and you can confidently guide customers toward best practices and scalable success.
Are a Strategic Hunter-Farmer. You have a commercial mindset. You understand that retention is earned every day, and you are constantly looking for ways to expand Charta's impact within an account.
Communicate with Clarity. You can distill complex data into a clear narrative. Whether it's a QBR deck or a product feedback memo, your communication builds trust and drives action.
Have 3+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or Consulting, preferably within B2B SaaS or healthcare, where you owned a book of business and carried a renewal or expansion target.
You've worked in healthcare, specifically with provider systems, or have familiarity with clinical operations and revenue cycle management.
Experience working with early-stage, high-growth startups or AI-driven products.
Hands-on experience with SQL, scripting, or building with LLM tools.
Competitive salary and comprehensive benefits package, including health, dental, vision, and life insurance.
Team dinners and snacks in the office to keep you at your best.
Growth opportunities in a fast-paced, innovative tech startup.
Ongoing professional development and access to cutting-edge AI and healthcare tools.
Lively in-person work culture at our SF Headquarters.
$140,000 - $180,000 USD depending on experience + Equity + Benefits
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.