About the Position

Customer Success Manager

Location: Fully Remote (US-based)

Reports to: CEO

Compensation Range

OTE: $170,000+

Base: $110,000–$135,000/year

About the Job

Symmetric Health Solutions is a profitable early-stage startup that has been growing steadily year over year. Our product is the data engine behind the world’s most sophisticated healthcare systems, with 17 of the Gartner Top 25 supply chains already relying 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.

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)

Requirements

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 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

Symmetric Health Solutions

Symmetric Health Solutions is an early-stage startup that provides data discovery, cleansing, and insights for healthcare operations and supply chain management. Our team is fully remote and we are actively hiring.

Perks:

Health Insurance Coverage (100% of Employee Premium Paid by Symmetric)
Vision Insurance
Dental Insurance
401k with Company Match
Parental leave
Equity benefits
Remote-Only
Home Office Stipend

Founders:

Ryan Kissell, COO, VP Engineering
Tomas (TJ) Dardet
Rich Kucera

Customer Success Manager

Job description