[Remote] Technical Customer Success Manager (Healthcare SaaS)

Note: The job is a remote job and is open to candidates in USA. Symmetrio is recruiting a Customer Success Manager for a rapidly growing healthcare technology organization focused on advanced healthcare technology solutions. This role involves solving complex problems, building relationships with users, and serving as a link between customers and internal technical teams to ensure exceptional support throughout their experience with the platform.ResponsibilitiesServe as a trusted advisor and primary support resource for customers using the organization’s healthcare software platformBuild strong relationships with clinical users, administrators, and customer IT teamsEnsure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution processAdvocate for customer needs and provide feedback to internal product and engineering teamsInvestigate, reproduce, document, and manage customer-reported product issuesPerform structured troubleshooting to identify root causes and determine appropriate resolution pathsSupport application configuration, user administration, access management, and platform setup activitiesAssist customers with login, authentication, user provisioning, and system access issuesMonitor operational dashboards and proactively identify potential user-impacting concernsPartner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficientlyEscalate complex issues with detailed diagnostics, documentation, and supporting evidenceCoordinate with customer IT teams regarding integrations, authentication, and technical configurationsHelp identify recurring issues and contribute to long-term improvements that enhance customer experienceSkills4+ years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or related customer-facing technology rolesExperience supporting SaaS applications and web-based software platformsExperience working directly with customer IT teams and end usersAbility to investigate and troubleshoot complex application issues in production environmentsFamiliarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDCExperience using ticketing systems, monitoring tools, and operational dashboardsHealthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experienceBachelor's degree preferred but not required with relevant experienceBenefitsHealth Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA)Paid Time Off (Vacation, Sick & Public Holidays)Company OverviewSymmetrio prides itself on our unwavering dedication to understanding clients’ unique needs, organizational design, culture, and operational challenges. It was founded in 2012, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://www.solustaff.com.