Technical Implementation and Customer Success Manager

About Intely

Intely is a healthcare interoperability infrastructure platform at a critical inflection point. We help healthcare organizations integrate systems, migrate legacy EHR data, archive clinical records, and build intelligent data pipelines. Our platform is built around predefined EMR interfaces and a managed implementation model that makes healthcare integration faster and more repeatable than traditional approaches.

Our team is small, our momentum is real, and every person we bring on has a direct line to the outcomes we are building toward. This is not a large organization where your impact gets diluted. The work you do here will be visible, measurable, and tied directly to the enterprise value we are creating.

The Role

We are hiring a Technical Implementation and Customer Success Manager to own the full customer lifecycle — from pre-sale technical engagement through implementation, go-live, adoption, and expansion. This is a foundational hire. You will be the first person in this function, responsible for building the implementation and customer success playbook from scratch.

This is not a support role. This is a revenue role. Every customer you successfully deploy becomes a lighthouse account that validates our platform for the next enterprise buyer. Every implementation you run generates product intelligence that shapes what we build next. Every expansion you drive compounds revenue. You sit at the center of how Intely wins and retains the customers that define our market position.

You will serve as both the technical solution architect and the operational relationship owner for our customers. You translate what customers need into what engineering builds, and you translate what engineering ships into measurable customer outcomes. This dual role — customer-facing technical authority and internal product strategist — is the engine that accelerates our product-market fit.

You will have meaningful equity participation that reflects your role in building this function from the ground up. If you want to build the customer success machine inside a high-growth healthcare infrastructure company — not just operate one someone else designed — this is the role.

Key Responsibilities

Implementation Leadership

• Own the end-to-end customer implementation process from technical discovery through go-live
• Build Intely's implementation methodology, documentation, and playbooks from scratch — you are writing the playbook, not executing someone else's
• Define project plans, milestones, and success criteria for every new customer
• Identify risks early and proactively drive resolution
• Compress implementation timelines with each successive deployment by feeding learnings back into process and tooling

Customer Relationship Ownership and Revenue Impact

• Serve as the primary day-to-day contact for customers during onboarding and through the full adoption lifecycle
• Build trusted relationships with end users, operational managers, and executive sponsors within each customer account — you need all three to win long-term
• Ensure customers realize measurable value from the Intely platform and can articulate that value clearly
• Drive adoption, expansion, and upsell within existing accounts
• Convert successful deployments into referenceable lighthouse accounts that accelerate future sales cycles

Technical Solution Architecture

• Lead technical discovery to map customer workflows, data requirements, integration points, and system dependencies
• Design implementation strategies that align platform capabilities with customer business outcomes — ROI, compliance posture, cost reduction, and operational efficiency
• Support integration builds, testing, and validation alongside the engineering team
• Troubleshoot issues and coordinate resolution across internal and customer teams
• Spend roughly 70 percent of your time with customers and 30 percent translating insights back to product and engineering

Pre-Sales Technical Engagement

• Participate in competitive enterprise sales engagements as the technical authority
• Help set the technical agenda and define evaluation criteria during customer assessments — the goal is for Intely to define the rules of engagement, not respond to someone else's
• Scope implementation effort, technical risk, and deployment timelines during the sales process
• Provide technical credibility that closes deals, not just supports them

Product and Competitive Intelligence

• Own or co-own structured after-action reviews on every deal — won or lost — to identify product gaps, competitive weaknesses, and execution failures
• Surface integration requirements, product gaps, and feature priorities based on real customer deployment data
• Partner with Product and Engineering to ensure the product roadmap reflects what the market is telling us through live deployments
• Identify where implementation friction exists and drive changes to eliminate it — every improvement you make compresses the next customer's time-to-value

Internal Process Development

• Build scalable onboarding and implementation processes that get better with every deployment
• Establish documentation standards, communication templates, and implementation timelines that scale
• Contribute to internal knowledge base and customer-facing implementation guides

Qualifications

Required

• 3 to 6 years in implementation, solutions engineering, technical account management, or customer success within a SaaS or technology company
• Experience managing customer implementations or technical projects end-to-end
• Demonstrated ability to operate as both technical solution architect and customer relationship owner — not one or the other
• Strong ability to operate independently and create structure in ambiguous, early-stage environments
• Strong communication skills with both technical and non-technical stakeholders across all levels — end users, managers, and executive sponsors
• Proven ability to manage multiple projects and priorities simultaneously
• Track record of turning successful deployments into referenceable accounts and expansion revenue

Preferred

• Experience working with healthcare technology or interoperability
• Familiarity with APIs, HL7 v2, FHIR, integration platforms, or data workflows
• Experience working with EMRs or healthcare SaaS products
• Experience building or improving onboarding or implementation processes at an early-stage company
• Experience participating in competitive enterprise sales cycles

What Success Looks Like

• Customers successfully onboarded on predictable, compressing timelines — each deployment is faster than the last
• Lighthouse accounts established — early customers who validate the platform for future enterprise buyers
• Strong customer satisfaction and measurable business outcomes documented at every account
• Referenceable customers actively supporting new sales cycles
• Expansion revenue driven through adoption and upsell within existing accounts
• Structured after-action reviews producing actionable insights that improve product, process, and win rates quarter over quarter
• Clear implementation playbook that a second hire can execute on day one

How We Work

• Fully remote team with async collaboration
• High autonomy and direct access to executive leadership and company strategy
• Meaningful equity participation — your work directly builds enterprise value
• You are not joining a mature function. You are building one. That is the opportunity.

How to Apply

Submit your resume and answer this question in your application:

Describe a customer implementation you led where you identified a product gap or competitive weakness during deployment. What did you do with that information, and how did it change the outcome for that customer or future customers?

If your answer shows real ownership and commercial instinct, you will hear from us.