[Remote] Technical Customer Success Manager (Healthcare SaaS)
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