United States onlyOverview
The Customer Relationship Manager (CRM) for the Digital Customer Success team is a technology-forward, data-driven role responsible for driving retention, adoption, and value realization across a large, pooled book of business. Operating within symplr's Digital Customer Success program, the CRM leverages the customer success management tool to monitor customer health signals, prioritize outreach, and execute proactive engagement.
The CRM uses a risk-based management approach: customers surfacing high churn indicators are prioritized for quick intervention including support case influxes, declining product usage, low NPS sentiment, or other dropping health score triggers.
This role is the primary point of contact and steward for accounts in the pooled segment. The CRM partners cross-functionally with Solutions Success (product subject matter experts) Support, and Product to close gaps in functionality for customers, and remove friction, translating customer risk signals into meaningful action.
Duties & Responsibilities
Customer Monitoring, Management & Risk Triage
- Actively monitor customer success management tool health scores, renewal risk alerts, and NPS sentiment data to identify accounts requiring proactive intervention.
- Triage and prioritize outreach based on churn risk signals—including support case spikes, feature abandonment, and survey-triggered alerts—using the platform rules engine.
- Execute timely, personalized outreach to at-risk accounts, functioning as the primary point of contact and account steward.
- Step into high-friction, escalated or at-risk customer situations, deescalate quickly and restore confidence in the company and customer partnership.
- Quickly diagnose the root cause of customer issues and mobilize the right resources to resolve.
- Track and document customer interactions, risks, and outcomes within the customer success management tool to ensure data integrity and continuity.
Proactive Engagement & Playbook Execution
- Own the execution of customer success management tool playbooks for accounts in the pooled segment, including feature adoption campaigns and renewal preparation sequences.
- Identify patterns in customer behavior and collaborate with the Digital CS team to refine automation logic and trigger criteria for scalable engagement.
- Serve as a 'digital-first' relationship owner—maintaining customer trust and accountability through structured, data-driven touchpoints.
Support Case Management & Issue Resolution
- Monitor support case volume and escalation trends within the pooled book; proactively engage with customers experiencing elevated case activity to mitigate frustration and prevent churn.
- Partner with the Support and Services team to accelerate resolution for at-risk accounts, ensuring the customer feels seen and heard beyond the ticketing system.
- Communicate themes and systemic issues to Services, Product and Support leadership to inform product fixes, documentation, and training resources.
Product Adoption & Feature Engagement
- Use product usage data and customer success management tool health signals to identify product adoption gaps and develop targeted outreach to drive engagement with underutilized product capabilities.
- Collaborate with product subject matter experts to co-develop adoption plans, in-app guides, and enablement content that improve customer outcomes at scale.
- Advocate internally for product enhancements that address recurrent friction points surfaced through the pooled customer base.
Retention & Commercial Accountability
- Own gross retention outcomes for the assigned pooled segment
- Surface upsell and cross-sell signals, providing context from customer conversations, health scores, and usage data.
- Act on customer survey feedback to improve satisfaction scores across the pooled segment.
Cross-Functional Collaboration
- Function as the internal voice of the customer—surfacing trends, friction points, and product feedback to leadership and relevant stakeholders.
- Partner internally to design and improve scalable customer touchpoints and lifecycle programs.
- Maintain accurate and consistent records in the customer success management tool to support reporting, forecasting, and customer health visibility across the organization.
Skills Required
- Bachelor’s degree
- 5+ years of Hospital/Healthcare consulting experience
- 3+ years of experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment.
- Demonstrated experience managing a high-volume or pooled book of business with a data-driven, tech-touch engagement model.
- Proficiency managing customers with a customer success management tool (ChurnZero, Gainsight, Totango or proprietary tool).
- Strong understanding of healthcare operations and workflows
- Customer-oriented mindset; strong ability to create and foster relationships.
- Experience with CRM platforms, particularly Salesforce; familiarity with bidirectional integrations and data hygiene practices.
- Strong analytical mindset—ability to interpret health score data, usage trends, and risk signals to inform prioritization and action.
- Excellent written and verbal communication skills; able to craft compelling, personalized outreach at scale.
- Demonstrated ability to collaborate cross-functionally with internal teams on behalf of customers.
- Self-directed and organized; comfortable managing competing priorities in a fast-moving, digital-first environment.Experience in healthcare technology, health system operations, or a similarly regulated SaaS vertical.
- Experience in healthcare technology, health system operations, or a similarly regulated SaaS vertical.
- Experience designing or optimizing automated customer journey sequences and playbooks.
