Customer Success Manager (Oncology)

Symmetrio is recruiting a Customer Success Manager for our client, a leader in oncology software innovation. This position plays a vital role in supporting and guiding customers through technical challenges while collaborating with internal teams to resolve application issues effectively. You will serve as the voice of the customer, bridging the gap between external stakeholders and internal DevOps teams, ensuring a seamless and successful client experience.

The ideal candidate is a skilled communicator with a strong technical background, capable of articulating complex application issues, gathering actionable feedback, and driving resolution through collaboration.

Responsibilities

• Act as the primary point of contact for customers, ensuring their needs are met with timely and effective support.
• Understand and communicate customer challenges, escalating issues to DevOps or engineering teams when necessary.
• Collaborate with multidisciplinary teams to troubleshoot, diagnose, and resolve application issues.
• Facilitate regular client touchpoints, providing updates on technical progress and application enhancements.
• Gather, synthesize, and document user feedback for continuous product improvement.
• Manage customer onboarding, ensuring seamless adoption of the our client's platform.
• Educate customers on product functionality and best practices to maximize value.
• Proactively identify risks and propose solutions to improve client outcomes and satisfaction.

Requirements

• Bachelor’s degree or equivalent experience in Healthcare IT, Project Management, or a related field.
• 5+ years of experience in customer success, project management, or technical account management, preferably in healthcare IT or SaaS environments.
• Strong ability to translate technical concepts into user-friendly explanations.
• Experience working with oncology, EMR systems, or healthcare IT platforms is highly desirable.
• Familiarity with project management tools (e.g., ClickUp, MS Project, Smartsheet).
• Exceptional interpersonal, problem-solving, and communication skills.
• Knowledge of Agile and Scrum methodologies (preferred).
• Experience with data conversion, interface building, and cross-functional team collaboration.
• PMP certification or equivalent experience is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401k Retirement Plan (4% match)
• Paid Time Off (Vacation, Sick & Public Holidays)