Customer Success Manager

## About the Role Most startups burn cash to find a market, at Symmetric, we've spent the last few years winning it. We've been profitable from Year 1, remain employee-owned and doubled in 2025 with line of sight to repeat that growth in 2026. Our product is the data engine behind the world's most sophisticated healthcare systems - 17 of the Gartner Top 25 supply chains already rely on Symmetric. We provide cutting-edge solutions that streamline procurement, item master data management, and improve efficiency across healthcare systems. We have a fully remote team that's making a big impact on the healthcare supply chain by working closely with enterprises (health systems, hospitals, consulting firms, etc.), regulatory agencies and industry groups. We're looking for a Customer Success Manager (CSM) to join our rapidly growing team and help scale our customer success function. This person will be responsible for the full post-sale customer lifecycle, including onboarding, training, usage tracking, renewals, and expansion. You will partner with the Implementation team during the build phase and take primary ownership of the account upon technical verification and handoff to drive training, usage tracking, renewals, and expansion. As a CSM, you'll be the strategic partner to our customers. You'll collaborate across our Implementation (Professional Services), Sales, and Product teams and work directly with our customers, bringing the future of hospital supply chain management to life. This is a hands-on, high-impact role for someone who is excited to both do the work today and build the function tomorrow. ## Responsibilities ### Customer Enablement - Act as the primary commercial point of contact for a portfolio of Symmetric's customers - Collaborate with solutions & implementation operations, data team, and leadership to assist in customer engagements - Develop and deliver customer training (live sessions, documentation, best practices) ### Customer Adoption & Engagement - Partner with the Implementation Project Manager to execute a clean handoff through established Phase Gates, ensuring the customer is transitioned from technical verification to long-term adoption with no loss of momentum - Proactively surface product usage insights & resistance to change in order to address issues preventing additional product adoption - Drive product adoption and value realization, translating the technical milestones achieved during Implementation into long-term strategic outcomes for the customer's supply chain - Work with product manager on mitigation plans and strategies on adoption risks - Become your customer's most trusted advisor, helping customers use Symmetric's solutions to drive real business and clinical goals ### Renewals & Expansion - Own customer renewals, including forecasting, renewal execution, and retention strategy - Identify and drive opportunities for expansion, upsell, and cross-sell in partnership with sales - Maintain strong executive relationships within customer organizations ### Voice of the Customer - Collect and synthesize customer feedback to inform product roadmap and internal priorities - Partner closely with Implementation, Product, Engineering, Sales, and Support to advocate for customer needs - Help define success metrics (health scores, NPS, adoption KPIs, churn indicators) ## Qualifications ### Required - 7+ years of experience in Customer Success, Account Management, or a related role - Experience owning, expanding, and renewing a portfolio of accounts - Strong communication skills with the ability to engage both end users and executives - Proven ability to manage multiple accounts and priorities in a fast-moving environment - Highly organized, proactive, and comfortable operating with ambiguity ### Preferred - Experience in healthcare IT, SaaS data platforms, ERP, CRM, or similar B2B technology environments - Prior experience being an early CS hire or building CS processes from scratch - Familiarity with customer success tools (CRM, product analytics, CS / Support platforms) - Experience partnering closely with Sales, Product, and Implementation (Professional Services) teams ## What Success Looks Like in This Role - In 30 Days you have learned about Symmetric and can lead customer calls - In 60 Days you have identified revenue expansion opportunities and taken part in renewals, you have also learned how teach people to use Symmetric - In 90 Days you are leading active renewals, and collaborating with the Implementation Project Manager on Tier A/B implementations to prepare for account transition. - Support formalizing the Symmetric Success Playbook, creating a standardized motion for Executive Business Reviews and renewals that builds upon the documentation established during the Implementation phase. - Customers are onboarded smoothly and realize value quickly - Product adoption and engagement increase across accounts - Renewals are predictable, retention is strong, and expansion opportunities are identified early ## What We Offer - Competitive Salary with performance-based bonuses and commissions. - Comprehensive Benefits Package, including 100% covered health, dental, vision, 401K matching, and flex PTO. - Meaningful Work: You'll see the real-world impact of the solutions you're selling. - Growth Potential: Join a profitable, high-growth, founder-led scaling startup with opportunities for career advancement. - Autonomy & Ownership: We trust our team members to be the experts in their craft. ## About the Company Location: Fully Remote (US-based) Reports to: CEO