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Technical Success Manager

Substrate· Engineering
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Hybrid (San Francisco)$100k - $130kFull-timePosted 6mo ago

About the role

Substrate is building the world’s first AI native BPO focused on healthcare RCM. The role is to manage and deepen client relationships, diagnose production issues, and develop tools to understand and communicate production health, with a strong emphasis on technical depth and customer impact.

Responsibilities

  • 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

Qualifications

  • 3+ years experience in related roles
  • Comfortable in code, SQL and data
  • Experience owning customer relationships in a B2B SaaS or Enterprise software environment with retention/expansion accountability
  • Deep experience with modern LLM architectures, fine-tuning approaches, and evals at scale
  • Healthcare domain knowledge or enthusiasm for applying AI to automate healthcare tasks
  • High agency and self-directed problem solving
  • Willingness to work in person in San Francisco, 3 days a week

Skills

Required:Client relationship managementSQLData analysisLLM architectures

Benefits

  • Meaningful salary and equity available.
Last updated Aug 26, 2026. Interested? Apply on the company site.
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About Substrate

Artificial Intelligence for your medical billing team

Substrate's AI agents automate the click-work & data entry in revenue cycle management. Our agents perform repetitive and time-consuming tasks on behalf of medical billers, significantly increasing efficiency and reducing errors.

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