Role Description Symmetrio is recruiting a Customer Success Manager for our customer, a rapidly growing healthcare technology organization focused on advanced healthcare technology solutions. This role is ideal for a customer-focused technology professional who enjoys solving complex problems, building trusted relationships with users, and serving as a critical link between customers and internal technical teams. The successful candidate will work directly with healthcare professionals, administrators, and customer IT departments to investigate product issues, guide users through technical challenges, and ensure customers receive exceptional support throughout their experience with the platform. This is a highly visible role that combines customer success, technical troubleshooting, product support, and cross-functional collaboration. The ideal candidate will possess strong communication skills, a structured approach to problem-solving, and the ability to translate technical concepts into practical solutions for non-technical users. 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. Qualifications - 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. - Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC is preferred. - Experience using ticketing systems, monitoring tools, and operational dashboards. - Ability to investigate and troubleshoot complex application issues in production environments. - Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience is highly preferred. - 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)

Role Description The Client Success Coordinator is the operational backbone of the Client Success team. This role supports the day-to-day health of client accounts by owning execution, maintaining operational integrity, and ensuring nothing falls through the cracks. The Coordinator works closely with the Client Success Manager and cross-functional teams to keep campaigns running, clients informed, and internal processes moving without friction. This is an entry-level role designed for someone who is highly organized, detail-oriented, and eager to develop a deep understanding of performance media, client service, and agency operations. The Coordinator is not a passive executor; they are expected to stay a step ahead, flag issues early, and bring a proactive mindset to everything they own. The values that define success here are humility over ego, insight that drives market impact, and ownership of the outcome whatever it takes. - Checking your ego at the door and putting the work and the client first. - Bringing curiosity and analytical thinking that translates into real results. - Taking full accountability for every outcome without being asked. Qualifications - 2 or more years of experience in client services, account coordination, agency operations, or a related field (internship experience considered). - Exceptional organizational skills and attention to detail across multiple accounts and workstreams simultaneously. - Strong written and verbal communication skills; professional and confident in client-facing interactions. - Proficiency in Google Workspace and Microsoft Office; familiarity with Salesforce, Basecamp, or project management tools is a plus. - A proactive, ownership-oriented mindset; someone who anticipates what is needed and acts without being asked. - Comfort working in a fast-paced environment with shifting priorities and a high bar for quality. Requirements - Support new client onboards by executing all setup tasks: Salesforce configuration, Slack channel creation, dashboard requests, analytics notification, and finance account setup. - Coordinate internal kickoff preparation in partnership with the Client Success Manager. - Ensure all client-facing and internal materials are ready and accurate before launch. - Pull, QC, and format weekly performance reports for Client Success Manager review prior to client delivery. - Maintain and quality-check client dashboards (Tableau, Qlik, or equivalent) before every client review. - Flag anomalies, pacing issues, or data discrepancies to the Client Success Manager proactively. - Draft and send recaps following client calls with clear action items and owner accountability. - Respond to client emails within 2 hours or flag to the Client Success Manager if escalation is needed. - Maintain accurate records of all client communications and commitments. - Manage script variation requests, creative approval routing, and promo code coordination. - Request and process CIA invoices, post invoices, and monthly Salesforce forecast updates. - Coordinate host read calls and radio aircheck retrieval and approval as needed. - Maintain competitive reporting, Salesforce opportunity management, and all client project files. - Maintain awareness of account health and flag any expansion signals, relationship risks, or client feedback to the Client Success Manager. - Support the Client Success Manager in preparing QBR materials, account analyses, and strategic account reviews.

• Onboard and train new customers on the software by developing and delivering on unique success plans • Educate and train clients on new features, software updates and best practices • Uncover upsell & expansion opportunities • Ensure customers renew their annual subscription • Customize software to promote better utilization • Adhere to company mission/vision/policies • Provide reports to management regarding current client development • Identify and communicate potential improvements to software

• Carry the end-to-end client relationship: primary point of contact, scoping, monthly presentation call, performance reporting, handling high-pressure situations. • Orchestrate production alongside the Strategist and Specialist — you move things forward, secure deliveries, and never drop the ball. • Anticipate: structure key moments in advance, prioritize, and prevent everything from becoming urgent at month-end. • Read retention data: understand a performance dashboard, spot drop-offs, form hypotheses and translate them into action plans with the production team. • Grow your accounts: identify relevant upsell opportunities (dedicated campaigns, audits, custom flows), scope them and present them. • Be accountable for your clients’ retention — it's the number one KPI.