Customer Success Manager

Job Description

Job Description

Symmetrio is recruiting on behalf of an innovative healthcare technology company that is transforming oncology care through an AI-powered clinical software platform. Our client partners with leading cancer centers and health systems to improve clinical decision-making, streamline oncology workflows, and enhance patient outcomes.

As the organization continues its rapid growth, they are seeking an experienced Customer Success Manager to build strategic relationships with healthcare clients and ensure they realize maximum value from the platform.

The Customer Success Manager will serve as the primary strategic partner for a portfolio of oncology customers following implementation. This individual will be responsible for driving customer adoption, satisfaction, retention, and long-term success by developing trusted relationships with executive, clinical, operational, and IT stakeholders.

The ideal candidate combines healthcare technology experience with exceptional relationship management skills and understands the complexities of clinical workflows. This is a highly visible position that works cross-functionally with Sales, Clinical, Product Management, Engineering, and Support to ensure customers achieve measurable clinical and operational outcomes.

This position is based in the Denver area and requires approximately 40% travel throughout the United States.

Responsibilities

• Serve as the primary relationship owner for assigned health system and oncology practice customers.
• Develop trusted partnerships with executive, clinical, operational, and technical stakeholders.
• Drive customer adoption through proactive engagement, workflow optimization, and best practice recommendations.
• Monitor customer health metrics, utilization, and success milestones to maximize long-term retention.
• Lead executive business reviews and communicate measurable value, ROI, and strategic recommendations.
• Identify customer risks early and coordinate internal resources to ensure successful resolution.
• Partner closely with Product, Clinical, Engineering, Sales, and Support teams to advocate for customer needs.
• Gather customer feedback and translate insights into product enhancement opportunities.
• Identify expansion opportunities within existing accounts while supporting renewals and long-term growth.
• Develop strategic success plans with measurable objectives for each customer.
• Represent the organization at customer meetings, conferences, and industry events.

Requirements

• Bachelor's degree required; clinical degree preferred (RN, Radiation Therapist, Medical Dosimetrist, Medical Physicist, or related healthcare discipline).
• 7+ years of experience in Customer Success, Strategic Account Management, Clinical Consulting, Healthcare IT, or Client Services.
• Experience supporting enterprise healthcare software, SaaS platforms, clinical applications, or healthcare technology solutions.
• Strong understanding of oncology or complex healthcare workflows is highly preferred.
• Demonstrated success managing executive-level customer relationships within hospitals, health systems, or physician organizations.
• Excellent communication, presentation, and relationship-building skills.
• Proven ability to manage multiple enterprise customer engagements simultaneously.
• Experience interpreting customer utilization metrics and driving adoption strategies.
• Ability to collaborate effectively across commercial, clinical, product, and technical organizations.
• Willingness to travel approximately 40%

Preferred Experience

• Oncology software, oncology operations, radiation oncology, or cancer center experience.
• Clinical workflow optimization or healthcare consulting.
• Enterprise SaaS customer success methodologies.
• EHR integration and healthcare interoperability experience.