USD per year
Technical Success Manager
About the role
About Substrate
Substrate (www.substrate.cc) is building the world’s first AI native BPO, starting with healthcare RCM. We’re focused on helping healthcare enterprises like physician groups, EMR providers, and BPOs accelerate AR, and get reimbursed quickly and cost effectively. We already touch over 500k healthcare claims each month.
The Role
We're looking for an Technical Success Manager to make client experiences magical. This involves deeply understanding client needs, leaders, and processes, our interfaces with client systems, and the underlying stack used to support them. You’ll help clients run down problems and help engineers explore new opportunities with clients, and you’ll help clients understand how agents are working in production, and understand their data. This is a role for someone who finds vague answers unsatisfying, and derives deep pleasure from enabling clients to be more successful.
What You'll Work On
- 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.
You Might Be a Fit If
- You’ve been load bearing in previous roles, and are willing to take an extreme amount of ownership.
- You are interested in going technically deeper into problems than anyone reasonable would, in service of excellence.
- You’re comfortable in code, SQL and data.
- You have owned customer relationships in a B2B SaaS or Enterprise software or agentic AI environment with real accountability for retention or expansion.
- Deep experience with modern LLM architectures, fine-tuning approaches, and utilizing evals at scale.
- You either have healthcare domain knowledge already, or you’re excited about using AI to automate the tedium in healthcare.
- High agency: when blocked you find another path; when uncertain, you investigate rather than waits.
- You’re excited about working in person, in San Francisco, 3 days a week.
Some general color on what we’re looking for: https://writing.kunle.app/p/come-work-with-me-at-substrate . We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. If you spike extremely in certain areas or not in others, or if you’re extremely interested in this work and willing to go very deep to create something special, please apply and lets chat.
Compensation
Meaningful salary and equity available.
Substrate AI provides AI Native Revenue Cycle Management (RCM) software that autonomously completes mission-critical tasks in healthcare revenue cycle such as claim status, appeals, policy reviews, payment posting, refunds, and more. Their agents connect to healthcare systems and run accounts receivable autonomously from claim status and appeals to payment posting and refunds. The software integrates with PM, EHR, and clearinghouse systems without migration and is live within 48 hours for most practices. It offers features like full audit trail, human-in-the-loop escalation for uncertain cases, predictive insights on payer trends and denial patterns, eligibility checks, payer policy review, document review automation, and tailored automation pipelines built by AI engineers embedded with client teams. The platform emphasizes security with end-to-end encryption, zero-trust architecture, periodic security audits, granular access controls, and compliance with HIPAA and SOC2.
View Company Profile