Note: The job is a remote job and is open to candidates in USA. Symmetrio is recruiting a Customer Success Manager for a rapidly growing healthcare technology organization focused on advanced healthcare technology solutions. This role involves solving complex problems, building relationships with users, and serving as a link between customers and internal technical teams to ensure exceptional support throughout their experience with the platform.
Responsibilities
- Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform
- Build strong relationships with clinical users, administrators, and customer IT teams
- Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process
- Advocate for customer needs and provide feedback to internal product and engineering teams
- Investigate, reproduce, document, and manage customer-reported product issues
- Perform structured troubleshooting to identify root causes and determine appropriate resolution paths
- Support application configuration, user administration, access management, and platform setup activities
- Assist customers with login, authentication, user provisioning, and system access issues
- Monitor operational dashboards and proactively identify potential user-impacting concerns
- Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently
- Escalate complex issues with detailed diagnostics, documentation, and supporting evidence
- Coordinate with customer IT teams regarding integrations, authentication, and technical configurations
- Help identify recurring issues and contribute to long-term improvements that enhance customer experience
Skills
- 4+ years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or related customer-facing technology roles
- Experience supporting SaaS applications and web-based software platforms
- Experience working directly with customer IT teams and end users
- Ability to investigate and troubleshoot complex application issues in production environments
- Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC
- Experience using ticketing systems, monitoring tools, and operational dashboards
- Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience
- Bachelor's degree preferred but not required with relevant experience
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
Company Overview
Symmetrio prides itself on our unwavering dedication to understanding clients’ unique needs, organizational design, culture, and operational challenges. It was founded in 2012, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://www.solustaff.com.