The RoleAs a Technical Account Manager at Metriport, you'll be the technical bridge between our production customers and our product - ensuring they continuously can extract maximum value from Metriport's platform while building the kind of trust that makes expansion a natural outcome. This is not a traditional account management role. You're technically fluent, spot customer needs with ease, and can hop on a call with a customer's team (engineering, clinical, etc.) and immediately earn their respect and consideration.
This role requires an expert relationships manager. You will pair your deep understanding of Metriport's product and features with your intimate understanding of our customer's needs to propose solutions and expansion. Additionally, you'll be empowered and held accountable for creating and implementing new Customer Success processes, automated monitoring systems, and touch points with customers.
In the first few months, you'll be working closely with our Chief of Staff, Founding Engineer, and Customer Success team to elevate Metriport's account management efforts. You'll be responsible for:
- Owning Customer Health & Retention: Own the north star retention metrics for customers in production.
- Driving Value Led Growth: Identify and unlock expansion opportunities organically by ensuring customers are fully utilizing the product and seeing measurable ROI. Revenue growth follows value delivery.
- Evolving With Customers: Spot which of Metriport's customers are not using features that could drive significant value for their organizations. Monitor customers' usage so Metriport can scale with their needs.
- Building Cadenced & Ad Hoc Customer Efforts: Build and further check in efforts with Metriport's customers in production and ad hoc efforts
Requirements- Experience: 7+ years working in a customer-facing technical role (e.g., Solutions Architect, Solutions Engineer) with 4+ years at one company. You've also dabbled in formal or informal Technical Sales roles and efforts.
- Technical Fluency: Experience working on a technical product. Comfortable reading API documentation and translating technical concepts to non-technical stakeholders (and vice versa).
- Company Experience: We're looking for a team member who has experience at both an early stage startup and a later stage company that has scaled Customer Success (Series D or larger).
- Core Competency: Expert at managing complex enterprise deals for extended periods of time and increasing customer usage.
- Ambiguity Tolerance: You thrive in fast-paced environments and know how to drive projects to completion without a playbook.
- Location: Based in San Francisco (or willing to relocate). Our team prioritizes collaborating in person together as frequently as possible during the week.
- The "Metriport" Mindset: Low ego, high ownership. You ask "Why can't this be done in 3 days?" instead of 3 weeks.
- Open to Travel: Minimal travel is expected, but we're looking for a team member with the flexibility and willingness to do what it takes to provide our customers with the best experience possible.
Bonus Points- Domain: Expert-level domain knowledge and experience in Healthcare IT or the Healthtech space, including relevant technical standards (e.g., FHIR, HL7).
- Engineering Background: You've written production code, built or consumed REST APIs + webhooks, or come from a software engineering role before transitioning to a customer-facing one.
Benefits- Competitive equity + compensation package
- Full family Platinum health insurance, dental, and vision coverage 🦷
- 401(k) retirement plan + matching
- Flexible work from home or in-office
- Healthy lunches complimentary when in-office (and breakfast + dinners as needed) 🍏
- Quarterly company off-sites with the team
- MacBook provided by us
- Unlimited PTO (we work hard, but trust you to take time you need to be at your best)
