Customer Success Manager

Symplast is a cutting-edge healthcare technology company redefining how aesthetic and wellness practices operate and grow. They are seeking a high-impact Customer Success Manager (CSM) to drive operational excellence, revenue growth, and long-term value for plastic surgery centers, med spas, and wellness organizations. The CSM will serve as a strategic advisor and relationship builder, ensuring client satisfaction and product adoption throughout the client lifecycle.

Responsibilities:

• Serve as the trusted advisor and single point of contact for your assigned book of business
• Own client cadence, success outcomes, and issue escalation, while coordinating with internal teams (training, product, support)
• Lead onboarding cadence: bi-weekly calls during onboarding; monthly/quarterly check-ins post-go-live
• Maintain detailed client health logs, meeting recaps, blockers, and action plans in ChurnZero
• Deliver Quarterly Business Reviews (QBRs) and strategic check-ins to share KPIs, adoption plans, workflow insights, and expansion opportunities
• Understand and communicate how modules like CRM, WPM, SimPay, and AI drive clinic-level ROI
• Position product features as solutions to business challenges, not just functionality
• Ensure clients complete LMS-based training before live sessions; track and enforce LMS engagement
• Collaborate with Product Managers, Support, and Training teams to drive onboarding execution
• Maintain clear handoffs between Sales, CSM, and Product to ensure smooth go-lives
• Manage a structured engagement cadence (monthly/quarterly) with purposeful touchpoints that create measurable client value
• Track client insights across revenue, workflows, service mix, marketing, and expansion readiness
• Lead cross-sell and upsell efforts for key modules: CRM, Wellness (WPM), SimPay, and AI
• Ensure accurate use of Salesforce and ChurnZero to track client activity, cadence, and health
• Log all support issues with a one-ticket-per-issue policy; follow SOPs for escalations
• Validate and update SOPs regularly; contribute to internal enablement and knowledge-sharing
• Write clear, actionable updates using internal tagging norms (e.g., @mentions + FYI/Action Required/Advice Needed)
• Participate in all client calls and maintain meeting hygiene with summaries and next steps
• Propose solutions when escalating issues; communicate with clarity and accountability

Requirements:

• 3–5 years of experience in client success, account management, or strategic customer support, preferably in a SaaS or healthcare setting
• Deep understanding of B2B SaaS onboarding, customer lifecycle management, and cross-functional collaboration
• Strong strategic thinking and consultative skills; able to connect product to client ROI
• Familiarity with CRM platforms (e.g., Salesforce), ChurnZero, LMS tools, and customer health scoring
• Excellent written and verbal communication skills, including client presentations and internal updates
• Comfortable with fast-paced environments, complex workflows, and multiple stakeholders
• Passion for improving healthcare through technology and delivering measurable value