Technical Customer Success Manager (Healthcare SaaS)

Job Description

Symmetrio is recruiting a Customer Success Manager for our customer, a rapidly growing healthcare technology organization focused on advanced healthcare technology solutions.

This role is ideal for a customer-focused technology professional who enjoys solving complex problems, building trusted relationships with users, and serving as a critical link between customers and internal technical teams. The successful candidate will work directly with healthcare professionals, administrators, and customer IT departments to investigate product issues, guide users through technical challenges, and ensure customers receive exceptional support throughout their experience with the platform.

This is a highly visible role that combines customer success, technical troubleshooting, product support, and cross-functional collaboration. The ideal candidate will possess strong communication skills, a structured approach to problem-solving, and the ability to translate technical concepts into practical solutions for non-technical users.

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.
• Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC is preferred.
• Experience using ticketing systems, monitoring tools, and operational dashboards.
• Ability to investigate and troubleshoot complex application issues in production environments.
• Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience is highly preferred.
• 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)