Technical Customer Success Manager (Healthcare SaaS)

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

Requirements:

• 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