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Simetrik · 2 months ago

Customer Success Manager - United States

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Simetrik is a well-funded startup with large ambitions, seeking a Customer Success Manager to serve as the primary value realization owner throughout the customer lifecycle. The role focuses on ensuring customers receive exceptional value from their investment by driving meaningful outcomes, enabling renewals, and identifying expansion opportunities.

Data ManagementFinancial ServicesFinTechMarketing AutomationPaymentsSoftware

Responsibilities

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

Build and maintain strong relationships with key stakeholders across operational customer levels

Drive effective governance cadence through structured communications, escalation paths, and decision-making frameworks

Develop customer champions who advocate for Simetrik within their organization

Partner with Account Executives, Project Managers, Education and Product teams on strategic account planning to strengthen customer value creation and confirmation

Proactively identify expansion opportunities by continuously mapping customer challenges to Simetrik capabilities

Collect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value delivery

Collaborate with Account Executives to execute land-and-expand strategies

Create success stories and reference opportunities that showcase measurable customer outcomes

Maintain high visibility into value realization, adoption metrics, and health indicators

Identify and mitigate at-risk accounts through early intervention programs and champion development and engagement

Ensure seamless renewal processes by providing clear ROI documentation and future value roadmaps

Partner with internal teams to address concerns and remove barriers to customer success

Drive adoption through alliances with the product and education teams to enable adoption programs, share best practices, and optimize use cases

Monitor usage patterns, engagement metrics, and user satisfaction to identify optimization and improvement opportunities

Collaborate with the implementation team to ensure smooth transitions from go-live stages to ongoing success

Facilitate knowledge transfer and capability building within the customer's organization

Qualification

Customer Success ManagementTechnical AcumenValue RealizationMEDDPICC FrameworkSaaS ExperienceData AnalyticsSalesforce ProficiencyAnalytical SkillsSpanish LanguageCommunication SkillsRelationship BuildingProblem-Solving Skills

Required

Bachelor's degree in Business Administration, Marketing, Engineering, or a related field

4+ years of experience in Customer Success, Technical Account Management, or Solution Consulting roles within SaaS or enterprise software environments

Comprehensive technical acumen, with proven ability to understand, explain, and apply complex platform capabilities (APIs, integrations, data models, automation workflows) to solve customer challenges

Hands-on experience collaborating with technical and non-technical stakeholders, including IT, Product, and Operations teams, to ensure alignment between technical capabilities and business objectives

Demonstrated experience driving value realization and ROI tracking through data insights, adoption metrics, and performance dashboards

Experience leading technical and functional discussions and translating customer requirements into actionable product feedback or enhancement requests

Familiarity with enterprise systems (e.g., ERPs, CRMs, data platforms, payment and reconciliation systems) and their integration within customer architectures

Strong analytical and problem-solving skills with the ability to diagnose technical and business issues and propose scalable solutions

Excellent communication skills — able to translate technical details into clear business value for executive and operational audiences

Proven record of achieving renewal and expansion targets through consultative and value-driven engagement

Proficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms

Preferred

Proven 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 desirable

Additional languages such as Spanish is a plus