Technical Client Success Manager

Role Overview

• Own and manage an enterprise client portfolio as primary technical advisor
• Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment
• Develop deep knowledge of each client's goals and translate them into actionable plans with measurable results
• Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment
• Drive product adoption with measurable improvements in usage metrics and client health scores
• Conduct technical assessments of API implementations and lead quarterly optimization sessions
• Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support
• Serve as the first technical point of contact for enterprise clients during implementation and post–go-live, owning technical triage and driving resolution with Implementation and Support
• Educate clients on best practices to maximize value from Symmetry's solutions
• Monitor client health scores, usage metrics, and interaction to identify risks early and implement mitigation plans
• Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence
• Support renewal readiness and risk mitigation in partnership with Account Manager
• Identify process improvements that reduce implementation time and increase team capacity
• Leverage AI tools and automation to streamline reporting, communication, and coordination
• Maintain thorough documentation in CRM and ticketing systems
• Collaborate with Sales, Product, Engineering, and Support to address issues and drive continuous improvement

Requirements

• Bachelor's degree or equivalent combination of education and experience
• 5+ years in Client Success, Account Management, or Implementation Management in B2B SaaS
• Proven track record managing enterprise portfolios and guiding retention, adoption, and satisfaction
• Experience project managing complex software implementations from kickoff through go-live
• Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues
• Track record leveraging data and metrics to drive client outcomes and operational efficiency
• Experience in payroll, HR tech, or compliance technology strongly preferred.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities