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 levelsDrive effective governance cadence through structured communications, escalation paths, and decision-making frameworksDevelop customer champions who advocate for Simetrik within their organizationPartner with Account Executives, Project Managers, Education and Product teams on strategic account planning to strengthen customer value creation and confirmationCustomer Growth and Expansion
Proactively identify expansion opportunities by continuously mapping customer challenges to Simetrik capabilitiesCollect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value deliveryCollaborate with Account Executives to execute land-and-expand strategiesCreate success stories and reference opportunities that showcase measurable customer outcomesRisk Mitigation
Maintain high visibility into value realization, adoption metrics, and health indicatorsIdentify and mitigate at-risk accounts through early intervention programs and champion development and engagementEnsure seamless renewal processes by providing clear ROI documentation and future value roadmapsPartner with internal teams to address concerns and remove barriers to customer successOperational Excellence and Platform Adoption
Drive adoption through alliances with the product and education teams to enable adoption programs, share best practices, and optimize use casesMonitor usage patterns, engagement metrics, and user satisfaction to identify optimization and improvement opportunitiesCollaborate with the implementation team to ensure smooth transitions from go-live stages to ongoing successFacilitate knowledge transfer and capability building within the customer's organizationQualifications
Bachelor's degree in Business Administration, Marketing, Engineering, or a related field4+ years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environmentsComprehensive technical acumen, with proven ability to understand, explain, and apply complex platform capabilities (APIs, integrations, data models, automation workflows) to solve customer challengesHands-on experience collaborating with technical and non-technical stakeholders, including IT, Product, and Operations teams, to ensure alignment between technical capabilities and business objectivesDemonstrated experience driving value realization and ROI tracking through data insights, adoption metrics, and performance dashboardsProven 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 desirableExperience leading technical and functional discussions and translating customer requirements into actionable product feedback or enhancement requestsFamiliarity with enterprise systems (e.g., ERPs, CRMs, data platforms, payment and reconciliation systems) and their integration within customer architecturesStrong analytical and problem-solving skills with the ability to diagnose technical and business issues and propose scalable solutionsExcellent communication skills able to translate technical details into clear business value for executive and operational audiencesProven record of achieving renewal and expansion targets through consultative and value-driven engagementProficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platformsAdditional languages such as Spanish is a plusEssential Competencies
Strategic Thinking : Ability to understand complex business environments and translate product capabilities into strategic advantages for enterprise customersValue Articulation : Exceptional skill in communicating value propositions and ROI with a compelling command of the message across all stakeholder levelsCustomer Relationship : Confidence and credibility when engaging with stakeholders, with the ability to navigate multi-level conversationsBusiness Acumen : Deep understanding of financial metrics, business processes, and industry-specific challenges in enterprise environmentsConsultative Approach : Proven ability to diagnose business challenges and prescribe solutions that drive measurable outcomesRelationship Building : Talent for creating trust-based partnerships that position the CSM as a trusted advisor rather than a vendorData-Driven Decision-Making : Skill in leveraging quantitative and qualitative insights to drive strategic customer initiativesBenefits
Well-funded and proven startup with large ambitions and competitive salariesEntrepreneurial culture where pushing limits, creating and collaborating is everyday businessOpen communication with management and company leadershipSmall, dynamic teams = massive impact100% Remote Work (You choose where to work from)500USD a year for you to invest in learning2 Family daysSimetrik 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!
