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Customer Success Engineer

We're building a new healthcare clearinghouse

In the healthcare sector, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that all insurance payers exchange transactions such as claims, eligibility checks, prior authorizations, and remittances using a standardized EDI format called X12 HIPAA. A small group of legacy clearinghouses process the majority of these transactions, offering consolidated connectivity to carriers and providers.

Stedi is building the world’s only API-first clearinghouse. By offering modern API interfaces alongside traditional real-time and batch EDI processes, we enable both healthcare technology businesses and established players to exchange mission-critical transactions.

Stedi has lightning in a bottle: engineers and designers shipping products week in and week out; a lean business team supporting the company’s infrastructure; passion for automation and eliminating toil; $92 million in funding from top investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more.

What we are looking for

Stedi is an API-first healthcare clearinghouse. By offering a modern API interface for running eligibility checks, processing claims, and ingesting ERAs, healthcare technology businesses are able to exchange transactions with payers without dealing with the EDI protocol or carrier-specific connectivity.

We are looking for a Customer Success Engineer to join our growing team. You will work in a fast-paced environment and will be critical to helping our customers realize the full value of our product while representing the voice of the customer internally as we iterate and expand our feature functionality.

Who you are

  • You have subject matter expertise in revenue cycle management: You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, and process claim statuses and ERAs. You have several years working at an RCM company or managing the RCM inside of a healthcare organization.

  • You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You almost never drop balls.

  • You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships.

  • You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering team, and ensure those requirements satisfy the customer's needs.

  • You do what it takes to get the job done. You are resourceful, self-motivating, self-disciplined, and don’t wait to be told what to do. You put in the hours.

  • You have experience in customer facing roles: You have experience in customer facing roles; ideally within customer success, technical support, or adjacent roles.

  • You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

What you'll do

  • Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.

  • Collaborate with customers via dedicated Slack channels.

  • Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.

  • Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.

  • Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.

  • Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

  • Capitalize on your RCM expertise to uplevel your peers across sales, solutions engineering, and customer success.

At Stedi, we're looking for people who are deeply curious and aligned to our ways of working. You're encouraged to apply even if your experience doesn't perfectly match the job description.

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Average salary estimate

$105000 / YEARLY (est.)
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$80000K
$130000K

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What You Should Know About Customer Success Engineer, Stedi

Are you excited about the intersection of healthcare and technology? At Stedi, we’re building a revolutionary API-first healthcare clearinghouse that transforms the way insurance payers and healthcare technology companies interact. As a Customer Success Engineer, you will be at the heart of this transformation, ensuring our customers can seamlessly navigate their journeys from proof-of-concept to full-scale production. Your expertise in revenue cycle management will be invaluable as you help clients run eligibility checks and process claims efficiently. In this dynamic role, you'll also be the voice of the customer, working closely with our engineering team to identify product gaps and advocate for enhancements that drive customer satisfaction. Fast-paced and filled with passionate teammates, Stedi empowers you to be resourceful, self-motivating, and thorough while forming deep relationships with clients. As a crucial part of our team, you’ll create valuable documentation, analyze customer data to anticipate needs, and foster an environment of continuous learning and improvement. With $92 million in funding from top investors like Stripe and USV, we invite you to join us on this exciting venture to shape the future of healthcare transactions. Your ability to stay organized while juggling multiple threads and your deep customer empathy will make you a key player in our mission. If you thrive in an environment where you can bring your product mindset and innovation to life, we’d love to hear from you.

Frequently Asked Questions (FAQs) for Customer Success Engineer Role at Stedi
What responsibilities does a Customer Success Engineer have at Stedi?

As a Customer Success Engineer at Stedi, your responsibilities include supporting new customers throughout their onboarding process, helping them navigate our products for eligibility checks and claims processing. You will be collaborating actively with customers via dedicated communication channels, triaging requests, identifying product gaps, and assisting in creating documentation to enhance customer success.

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What qualifications are needed for a Customer Success Engineer role at Stedi?

To excel as a Customer Success Engineer at Stedi, you should have extensive knowledge in revenue cycle management and experience in customer-facing roles, ideally in customer success or technical support. Excellent organizational skills, empathy for customer needs, and a proactive mindset are essential to thrive in our fast-paced environment.

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How does the Customer Success Engineer impact customer relationships at Stedi?

The Customer Success Engineer at Stedi plays a crucial role in nurturing customer relationships by being responsive, understanding their unique challenges, and providing tailored solutions. By advocating for the customer internally and ensuring they achieve their goals with our platform, you will significantly contribute to long-term customer satisfaction and retention.

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What type of work environment can a Customer Success Engineer expect at Stedi?

At Stedi, the work environment is fast-paced and filled with innovation. As a Customer Success Engineer, you will collaborate with engineers and designers on a range of projects. The culture encourages feedback and continuous improvement, making it an exciting place for those passionate about healthcare technology.

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What skills are essential for success as a Customer Success Engineer at Stedi?

Key skills for a Customer Success Engineer at Stedi include strong communication and problem-solving abilities, a deep understanding of revenue cycle management, and the ability to translate customer needs into actionable insights for the product team. Being self-motivated and organized will help you thrive in this role.

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Common Interview Questions for Customer Success Engineer
How do you prioritize customer requests as a Customer Success Engineer?

To prioritize customer requests effectively, I assess the urgency and impact of each request on the customer's operational success. I categorize requests based on their potential to affect multiple clients and aim for quick wins that can boost the customer's experience while keeping long-term improvements in focus.

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Can you describe your experience with revenue cycle management?

In my previous roles, I have worked directly with revenue cycle management, where I handled tasks from eligibility verification to claims processing. This experience has given me a strong understanding of the entire revenue cycle, which I leverage to assist clients in optimizing their use of our technology.

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What strategies do you use to ensure customer satisfaction?

I focus on proactive communication, regularly check in with customers to gather feedback, and ensure they are getting the full value from our product. Additionally, I tailor responses to their needs and provide educational resources to empower them in using our services effectively.

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How do you handle difficult customer interactions?

In challenging situations, I remain calm and listen actively to the customer's concerns. Empathetic communication is vital, as it helps in understanding their perspective. I work collaboratively with them to find solutions while keeping them informed about the steps I’m taking.

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What do you do to stay updated on industry trends relevant to a Customer Success Engineer?

I engage with professional networks, attend webinars, and read industry publications to stay informed on trends that can impact our customers. This knowledge allows me to provide insights that can enhance customer strategy and adoption of our products.

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How do you collaborate with product and engineering teams to address customer needs?

I regularly relay customer feedback and pain points to our product and engineering teams, ensuring they are aware of any product gaps. Joint meetings allow us to review these insights collaboratively, which helps in iterative product improvement that aligns with customer needs.

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Describe a time when you improved a process for customer success.

In a previous role, I identified that our onboarding process was too lengthy and complex. I streamlined it by mapping out the steps and working with the team to simplify documentation, reducing onboarding time by 30% and enhancing customer satisfaction.

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What tools do you use to manage customer relationships effectively?

I utilize CRM tools to keep organized records of customer interactions and track their engagement levels. Additionally, project management platforms assist in managing requests and follow-ups efficiently, ensuring no customer needs fall through the cracks.

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How do you measure success in a Customer Success Engineer role?

Success as a Customer Success Engineer is measured by customer satisfaction scores, retention rates, and the level of product adoption among customers. I also set personal KPIs around timely responses and problem resolution to align my goals with broader company objectives.

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What makes you interested in working at Stedi?

I am drawn to Stedi's innovative approach to healthcare technology and its commitment to improving customer experiences. The prospect of contributing to a transformative product resonates with my passion for using technology to make a positive impact on the healthcare system.

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DATE POSTED
April 13, 2025

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