Digital Customer Relationship Manager

symplr is a company focused on digital customer success, and they are seeking a Digital Customer Relationship Manager to drive retention and value realization across a pooled book of business. This role involves monitoring customer health signals, executing proactive engagement, and collaborating with cross-functional teams to enhance customer experiences.

Responsibilities:

• Actively monitor customer success management tool health scores, renewal risk alerts, and NPS sentiment data to identify accounts requiring proactive intervention
• Triage and prioritize outreach based on churn risk signals—including support case spikes, feature abandonment, and survey-triggered alerts—using the platform rules engine
• Execute timely, personalized outreach to at-risk accounts, functioning as the primary point of contact and account steward
• Step into high-friction, escalated or at-risk customer situations, deescalate quickly and restore confidence in the company and customer partnership
• Quickly diagnose the root cause of customer issues and mobilize the right resources to resolve
• Track and document customer interactions, risks, and outcomes within the customer success management tool to ensure data integrity and continuity
• Own the execution of customer success management tool playbooks for accounts in the pooled segment, including feature adoption campaigns and renewal preparation sequences
• Identify patterns in customer behavior and collaborate with the Digital CS team to refine automation logic and trigger criteria for scalable engagement
• Serve as a 'digital-first' relationship owner—maintaining customer trust and accountability through structured, data-driven touchpoints
• Monitor support case volume and escalation trends within the pooled book; proactively engage with customers experiencing elevated case activity to mitigate frustration and prevent churn
• Partner with the Support and Services team to accelerate resolution for at-risk accounts, ensuring the customer feels seen and heard beyond the ticketing system
• Communicate themes and systemic issues to Services, Product and Support leadership to inform product fixes, documentation, and training resources
• Use product usage data and customer success management tool health signals to identify product adoption gaps and develop targeted outreach to drive engagement with underutilized product capabilities
• Collaborate with product subject matter experts to co-develop adoption plans, in-app guides, and enablement content that improve customer outcomes at scale
• Advocate internally for product enhancements that address recurrent friction points surfaced through the pooled customer base
• Own gross retention outcomes for the assigned pooled segment
• Surface upsell and cross-sell signals, providing context from customer conversations, health scores, and usage data
• Act on customer survey feedback to improve satisfaction scores across the pooled segment
• Function as the internal voice of the customer—surfacing trends, friction points, and product feedback to leadership and relevant stakeholders
• Partner internally to design and improve scalable customer touchpoints and lifecycle programs
• Maintain accurate and consistent records in the customer success management tool to support reporting, forecasting, and customer health visibility across the organization

Requirements:

• Bachelor's degree
• 5+ years of Hospital/Healthcare consulting experience
• 3+ years of experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment
• Demonstrated experience managing a high-volume or pooled book of business with a data-driven, tech-touch engagement model
• Proficiency managing customers with a customer success management tool (ChurnZero, Gainsight, Totango or proprietary tool)
• Strong understanding of healthcare operations and workflows
• Customer-oriented mindset; strong ability to create and foster relationships
• Experience with CRM platforms, particularly Salesforce; familiarity with bidirectional integrations and data hygiene practices
• Strong analytical mindset—ability to interpret health score data, usage trends, and risk signals to inform prioritization and action
• Excellent written and verbal communication skills; able to craft compelling, personalized outreach at scale
• Demonstrated ability to collaborate cross-functionally with internal teams on behalf of customers
• Self-directed and organized; comfortable managing competing priorities in a fast-moving, digital-first environment
• Experience in healthcare technology, health system operations, or a similarly regulated SaaS vertical
• Experience designing or optimizing automated customer journey sequences and playbooks