Technical Account Manager

Job description

ABOUT US Medical data exchange is one of the biggest unsolved problems in US healthcare. If you've spent any real time in the healthcare system, you've felt it, and it only gets worse the sicker and older you get. Metriport exists to fix that. We connect to the data sources the healthcare providers of tomorrow need, take raw data that's unusable in its source form, and turn it into a single clean format that care teams, and their agents, actually use to improve outcomes. Record retrieval across thousands of legacy systems and antiquated data pipes that used to take weeks now takes seconds. Clinicians walk into appointments with the full patient picture already in hand, and that speed can mean spotting a condition early enough to actually treat it. We're not a healthcare company. We're a technology company that happens to operate in healthcare, and we build every layer ourselves: acquisition, transform, and insight. Legacy EHRs were built to get providers paid, not to serve the clinical experience. We're building what should have existed instead: the system of record for all of US healthcare. We started in data exchange. Today we compete with the largest data platforms in the space. Tomorrow we will be the infrastructure layer healthcare runs on. We've found product-market fit (multi-million dollar ARR, 100+ customers including Amazon One Medical, Circle Medical, Color Health, and Strive Health) and we're backed by top-tier VCs with years of runway ahead of us. If you’ve had a good healthcare experience in the past few years, there’s a good chance Metriport was behind it. That’s the version of healthcare we want people to not just expect, but demand. Join us and build the future. About You We're a small, high-output team, mostly former founders including YC alumni, and we operate with real autonomy and almost no bureaucracy. We hire on competence, not pedigree. Leaders are in the office six days a week, and we generally expect the team to be available six days a week too. Not because we count hours, but because there's always more wood to chop when revolutionizing how tomorrow’s healthcare providers deliver care to their patients today. We trust our team to take the time off they need and we've never said no to a time off request. You have an entrepreneurial mindset and a strong sense of ownership. You don't wait to be told what's broken. Instead, you believe you can figure out any problem that lands in your lap even outside your exact domain. When someone scopes something for three weeks, you ask why it can't be done in three days, and you also know the difference between shipping a fast v0 and cutting a corner that comes back to bite you. You walk the tightrope between craft and speed without falling off either side. - You are obsessed with customer experience - your goal is not to simply maintain relationships, but expand them. You’re an expert relationship manager. - You blend your technical skills and knowledge with customer success and sales mindset to effectively solution with CTOs, CPOs, and other technical executives. - You’re in this for the marathon - not a sprint. Metriport is looking for a committed team member to own some of our largest customer accounts long term. THE ROLE As 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) 🧘‍♂️ Metriport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.