Customer Success Technical Manager

Customer Success Technical Manager

About LiveData

LiveData is a healthcare technology company automating clinical and operational workflows across Electronic Health Record (EHR) systems. Our engineering team treats AI coding assistants as standard development tools, not experiments. We build on a serverless-first AWS architecture to keep systems lean and costs low.

The Role

We are hiring a Customer Success Technical Manager to own technical issue resolution and product documentation for our hospital customers. You will report to the Director of Customer Success and work alongside a Customer Success Project Manager to deliver a hands-on, responsive customer experience.

This is a problem-solving role. When a customer reports an issue, you take it from intake through resolution: understanding the problem, developing a technical fix or workaround, and communicating the outcome. You also write and maintain the documentation that helps customers succeed with our product independently.

What You Will Do

• Take in reported customer issues, diagnose root causes, develop technical solutions, and communicate results to hospital stakeholders
• Proactively track and manage open issues, keeping customers informed on status and timelines
• Write and maintain technical documentation, including user guides, troubleshooting references, and release notes
• Collaborate with Engineering on defect resolution and with Product on feature requests surfaced through support
• Work with DevOps on release planning to understand how updates affect customer environments
• Train hospital staff on product features, configurations, and workflows
• Use AI tools (Claude Code and similar) as part of your daily workflow

Requirements

What You Bring

Required:

• 5 years of experience as a software engineer or in a technical customer-facing role
• Ability to diagnose and resolve software issues independently, including reading logs, querying databases, and tracing integrations
• Experience communicating technical information to non-technical stakeholders in healthcare settings
• Strong written communication skills, with demonstrated ability to produce clear technical documentation
• Experience working across engineering, product, and clinical teams

Preferred:

• Experience with EHR systems (MEDITECH, Oracle Health/Cerner, Epic) or healthcare data standards (HL7, FHIR)
• Familiarity with AWS services or cloud-based SaaS platforms
• Experience with AI-assisted development tools and workflows
• Background in healthcare IT support, implementation, or customer success

What Sets This Role Apart

1. Technical depth required. This is not a relationship management role. You need the engineering background to diagnose issues, build fixes, and explain solutions to hospital IT teams.
2. AI-assisted workflows are expected. We use AI tools daily; comfort with AI-assisted work is a baseline, not a bonus.
3. Documentation is a first-class responsibility. You own the documentation that customers rely on. Clear writing matters as much as technical skill.
4. Direct hospital engagement. You communicate directly with hospital customers. Understanding clinical workflows makes you more effective.

Benefits

Compensation

Competitive salary commensurate with experience. Benefits include health, dental, and vision insurance; 401(k); paid time off; and remote work flexibility. Target salary range for this role is $125-$150K.

Work Location

This is a fully remote opportunity. However, you must be able to meet approximately quarterly in the Boston area for all-hands, in-person get-togethers. We strongly prefer employees in the Eastern Time Zone. If you live elsewhere, it would be great to demonstrate previous experience working core business days between 8 AM and 5 PM Eastern.

Employment Authorization

Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.