Technical Enterprise Client Success Manager

Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. AI is a fundamental part of how work gets done at Symmetry. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. What we are looking for: We need a technical and relationship-driven professional passionate about ensuring enterprise clients achieve exceptional outcomes with Symmetry's payroll compliance solutions. You'll own the complete post-sale journey from implementation through adoption and retention, serving as both technical advisor and client advocate. This role combines hands-on technical expertise with proactive relationship management to deliver measurable results in client satisfaction, product adoption, and retention. You 'll manage an enterprise client portfolio, conduct technical assessments, lead optimization sessions, and guide clients through complex integrations alongside our Implementation Engineer. The ideal candidate leverages AI and automation to scale impact while maintaining deep client relationships that drives long-term value. This is a post-sale technical success role focused on implementation excellence, adoption, and retention. While you'll collaborate with Account Management on growth opportunities, your primary focus is ensuring clients realize maximum value from their investment. What you'll be doing: Client Partnership & Implementation Own and manage an enterprise client portfolio as primary technical advisor Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment Develop deep knowledge of each client's goals and translate them into actionable plans with measurable results Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment Adoption & Value Realization Drive product adoption with measurable improvements in usage metrics and client health scores Conduct technical assessments of API implementations and lead quarterly optimization sessions Guide clients on product integrations and troubleshooting in collaboration with Implementation Engineer and Support Serve as the first technical point of contact for enterprise clients during implementation and post–go-live, owning technical triage and driving resolution with Implementation and Support. Educate clients on best practices to maximize value from Symmetry's solutions Client Health & Retention Monitor client health scores, usage metrics, and interaction to identify risks early and implement mitigation plans Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence Support renewal readiness and risk mitigation in partnership with Account Manager Operational Excellence Identify process improvements that reduce implementation time and increase team capacity Leverage AI tools and automation to streamline reporting, communication, and coordination Maintain thorough documentation in CRM and ticketing systems Collaborate with Sales, Product, Engineering, and Support to address issues and drive continuous improvement Experience & Requirements: Required Background: Bachelor's degree or equivalent combination of education and experience 5+ years in Client Success, Account Management, or Implementation Management in B2B SaaS Proven track record managing enterprise portfolios and guiding retention, adoption, and satisfaction Experience project managing complex software implementations from kickoff through go-live Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues Track record leveraging data and metrics to drive client outcomes and operational efficiency Experience in payroll, HR tech, or compliance technology strongly preferred Core Skills & Attributes: Proven technical acumen with ability to translate capabilities into business value Extraordinary relationship-building skills to advise enterprise stakeholders on technical and business outcomes Outstanding communication skills with ability to simplify complex technical concepts Proactive, ownership-driven mindset with accountability for results Keen analytical and critical thinking with comfort in qualitative and quantitative analysis Great organizational and project management skills managing multiple priorities Client-first orientation committed to delivering measurable value Collaborative team player thriving in cross-functional partnerships Demonstrated ability to leverage AI and automation for efficiency Continuous learning mindset staying current on product innovations Technology Experience: Comprehension of API/SDK architecture, RESTful APIs, and integration concepts Ability to read API documentation and guide clients through technical implementation Experience with API testing tools (Postman or similar) for client troubleshooting Proficiency with CRM systems (NetSuite, Salesforce, or comparable) Experience with customer success platforms (Catalyst, Gainsight, ChurnZero, or similar) Working knowledge of project management and ticketing systems (Jira, Asana, Zendesk, or comparable) Proficiency with Google Workspace (Slides and Sheets including formulas and data analysis) Experience with virtual meeting platforms (Zoom, Microsoft Teams, or similar) Experience with generative AI tools (ChatGPT, Gemini, or comparable) and building AI agents Project management certification (PMP, CAPM, Google Project Management) is a plus API fundamentals certification (Postman Student Expert or equivalent) is a plus Compensation Details Our cash compensation amount for this role is targeted at $121,000/yr- $149,000/yr in Scottsdale. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. Symmetry has a physical office space in Scottsdale. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). When approved to work from a location other than the office, a secure, reliable, and consistent internet connection is required. Working at Symmetry Being happy at a job goes beyond just doing the work. Where you choose to spend 40 hours a week should be a place that challenges you professionally and aligns with your personal goals and well-being. We truly love what we do, and our customers love what we produce. Our family-owned and -operated business is collaborative, fun, and friendly. We offer the opportunity to work with all kinds of positions across the company, from the CEO to support to sales and everything in between. Recently, Symmetry became part of Gusto. More than 400,000 businesses use Gusto’s people platform to hire, pay, insure, and support their team–from modern payroll and benefits to distributed work services and international contractor support to expert HR. Together, Symmetry and Gusto are pushing the entire industry forward by helping growing businesses access tools and services that for so long have only been available to larger corporations. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home with us. We are proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our company is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you. We take security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer . Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice . About our products Our products make sure millions of paychecks are right, no matter where people live or work in the U.S. We simplify the payroll process with accurate and dependable payroll withholding tax solutions. Our clients include Fortune 500 companies, like Walmart and Southwest Airlines, and leading payroll service providers, including ADP and Paychex. With a 95%+ customer retention rate, our products always have to be top-of-the-line, and so do our employees. Symmetry is also the company behind the popular website PaycheckCity.com , which helps millions of Americans better understand their paychecks every month.

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