[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Symplast is a cutting-edge healthcare technology company redefining how aesthetic and wellness practices operate and grow. They are seeking a high-impact Customer Success Manager (CSM) to drive operational excellence, revenue growth, and long-term value for plastic surgery centers, med spas, and wellness organizations. The CSM will serve as a strategic advisor and relationship builder, ensuring client satisfaction and product adoption throughout the client lifecycle.ResponsibilitiesServe as the trusted advisor and single point of contact for your assigned book of businessOwn client cadence, success outcomes, and issue escalation, while coordinating with internal teams (training, product, support)Lead onboarding cadence: bi-weekly calls during onboarding; monthly/quarterly check-ins post-go-liveMaintain detailed client health logs, meeting recaps, blockers, and action plans in ChurnZeroDeliver Quarterly Business Reviews (QBRs) and strategic check-ins to share KPIs, adoption plans, workflow insights, and expansion opportunitiesUnderstand and communicate how modules like CRM, WPM, SimPay, and AI drive clinic-level ROIPosition product features as solutions to business challenges, not just functionalityEnsure clients complete LMS-based training before live sessions; track and enforce LMS engagementCollaborate with Product Managers, Support, and Training teams to drive onboarding executionMaintain clear handoffs between Sales, CSM, and Product to ensure smooth go-livesManage a structured engagement cadence (monthly/quarterly) with purposeful touchpoints that create measurable client valueTrack client insights across revenue, workflows, service mix, marketing, and expansion readinessLead cross-sell and upsell efforts for key modules: CRM, Wellness (WPM), SimPay, and AIEnsure accurate use of Salesforce and ChurnZero to track client activity, cadence, and healthLog all support issues with a one-ticket-per-issue policy; follow SOPs for escalationsValidate and update SOPs regularly; contribute to internal enablement and knowledge-sharingWrite clear, actionable updates using internal tagging norms (e.g., @mentions + FYI/Action Required/Advice Needed)Participate in all client calls and maintain meeting hygiene with summaries and next stepsPropose solutions when escalating issues; communicate with clarity and accountabilitySkills3–5 years of experience in client success, account management, or strategic customer support, preferably in a SaaS or healthcare settingDeep understanding of B2B SaaS onboarding, customer lifecycle management, and cross-functional collaborationStrong strategic thinking and consultative skills; able to connect product to client ROIFamiliarity with CRM platforms (e.g., Salesforce), ChurnZero, LMS tools, and customer health scoringExcellent written and verbal communication skills, including client presentations and internal updatesComfortable with fast-paced environments, complex workflows, and multiple stakeholdersPassion for improving healthcare through technology and delivering measurable valueCompany OverviewSymplast a platform that empowers patients and automates the end-to-end clinical and operational workflows of aesthetic practices. It was founded in 2013, and is headquartered in Plantation, Florida, USA, with a workforce of 51-200 employees. Its website is https://symplast.com/.