Customer Success Manager

Customer Success Manager

Location: Fully Remote (US-based)

Reports to: CEO

** Compensation Range*
* OTE: $170,000+
Base: $110,000–$135,000/year

The Opportunity

Most startups burn cash to find a market, at Symmetric, we’ve spent the last few years winning it. We have been profitable since Year 1, and continue to grow steadily year over year.

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.

Role Overview

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.

Key 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…