Technical Success Manager

Charta is 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.

About the role

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.

Responsibilities

• Own the Client in Steady State: Serve as the client's primary point of contact after go-live. 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, make the triage call—routing deployment issues to on-call 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. 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. 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. 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. 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. 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.

Requirements

• Technically Fluent: 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, but technical comfort and the ability to map technical issues to enterprise value are.
• Figure It Out Yourself: Intellectually curious and self-sufficient. 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.
• Build Multi-Threaded Relationships: 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": Comfortable setting healthy boundaries. Prioritize and manage expectations rather than chasing every request, and confidently guide customers toward best practices and scalable success.
• Strategic Hunter-Farmer: Have a commercial mindset. Understand that retention is earned every day, and constantly look for ways to expand Charta's impact within an account.
• Communicate with Clarity: 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.
• 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.

Nice to have

• 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.

Benefits

• Competitive salary and comprehensive benefits package, including health, dental, vision, and life insurance.
• Team dinners and snacks in the office.
• 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.

Pay

$140,000 - $180,000 USD depending on experience + Equity + Benefits