Customer Success Manager - United States

Customer Success Manager

The Customer Success Manager serves as the primary value realization owner throughout the customer lifecycle, ensuring Simetrik delivers measurable business impact aligned with the customer's critical success factors. This strategic role goes beyond operational support to drive meaningful outcomes, enable renewals, and identify expansion opportunities by maintaining a deep understanding of the customer's evolving business challenges and objectives.

The CSM is accountable for ensuring customers receive exceptional value from their Simetrik investment by orchestrating internal resources, developing champions, and maintaining account relationships that transform customers into advocates. Success in this role requires both technical acumen and business savvy to translate platform capabilities into quantifiable business results.

Key Responsibilities

Strategic Value Management

• Develop and execute value realization plans that track critical metrics tied directly to the customer's business outcomes and original buying decision (MEDDPICC)
• Conduct regular business reviews with stakeholders focusing on ROI achievement, value demonstration, and strategic alignment
• Ensure continuous alignment between Simetrik's capabilities and the customer's evolving business priorities
• Translate technical capabilities into business value narratives that resonate with different stakeholders

Relationship Management and Governance

• Build and maintain strong relationships with key stakeholders across operational customer levels
• Drive effective governance cadence through structured communications, escalation paths, and decision-making frameworks
• Develop customer champions who advocate for Simetrik within their organization
• Partner with Account Executives, Project Managers, Education and Product teams on strategic account planning to strengthen customer value creation and confirmation

Customer Growth and Expansion

• Proactively identify expansion opportunities by continuously mapping customer challenges to Simetrik capabilities
• Collect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value delivery
• Collaborate with Account Executives to execute land-and-expand strategies
• Create success stories and reference opportunities that showcase measurable customer outcomes

Risk Mitigation

• Maintain high visibility into value realization, adoption metrics, and health indicators
• Identify and mitigate at-risk accounts through early intervention programs and champion development and engagement
• Ensure seamless renewal processes by providing clear ROI documentation and future value roadmaps
• Partner with internal teams to address concerns and remove barriers to customer success

Operational Excellence and Platform Adoption

• Drive adoption through alliances with the product and education teams to enable adoption programs, share best practices, and optimize use cases
• Monitor usage patterns, engagement metrics, and user satisfaction to identify optimization and improvement opportunities
• Collaborate with the implementation team to ensure smooth transitions from go-live stages to ongoing success
• Facilitate knowledge transfer and capability building within the customer's organization

Qualifications

• Bachelor's degree in Business Administration, Marketing, Engineering, or a related field
• 4+ years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments
• Comprehensive technical acumen, with proven ability to understand, explain, and apply complex platform capabilities (APIs, integrations, data models, automation workflows) to solve customer challenges
• Hands-on experience collaborating with technical and non-technical stakeholders, including IT, Product, and Operations teams, to ensure alignment between technical capabilities and business objectives
• Demonstrated experience driving value realization and ROI tracking through data insights, adoption metrics, and performance dashboards
• Proven experience in value-based customer engagement frameworks, with hands-on expertise in MEDDPICC (Metrics, Economic Buyer, Decision Criteria, Decision Process, Paper Process, Identify Pain, Champion, Competition) to drive measurable impact, renewals, and expansion, is desirable
• Experience leading technical and functional discussions and translating customer requirements into actionable product feedback or enhancement requests
• Familiarity with enterprise systems (e.g., ERPs, CRMs, data platforms, payment and reconciliation systems) and their integration within customer architectures
• Strong analytical and problem-solving skills with the ability to diagnose technical and business issues and propose scalable solutions
• Excellent communication skills able to translate technical details into clear business value for executive and operational audiences
• Proven record of achieving renewal and expansion targets through consultative and value-driven engagement
• Proficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms
• Additional languages such as Spanish is a plus

Essential Competencies

• Strategic Thinking: Ability to understand complex business environments and translate product capabilities into strategic advantages for enterprise customers
• Value Articulation: Exceptional skill in communicating value propositions and ROI with a compelling command of the message across all stakeholder levels
• Customer Relationship: Confidence and credibility when engaging with stakeholders, with the ability to navigate multi-level conversations
• Business Acumen: Deep understanding of financial metrics, business processes, and industry-specific challenges in enterprise environments
• Consultative Approach: Proven ability to diagnose business challenges and prescribe solutions that drive measurable outcomes
• Relationship Building: Talent for creating trust-based partnerships that position the CSM as a trusted advisor rather than a vendor
• Data-Driven Decision-Making: Skill in leveraging quantitative and qualitative insights to drive strategic customer initiatives

Benefits

• Well-funded and proven startup with large ambitions and competitive salaries
• Entrepreneurial culture where pushing limits, creating and collaborating is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% Remote Work (You choose where to work from)
• 500USD a year for you to invest in learning
• 2 Family days

Simetrik considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Join a team of incredibly talented people that build things, are free to create, and love collaborating!