Digital Customer Relationship Manager

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    "description": "<h2>Overview</h2>\n<p>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.</p>\n<p> </p>\n<p>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. </p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<h2>Duties & Responsibilities</h2>\n<h3>Customer Monitoring, Management & Risk Triage</h3>\n<ul>\n <li>Actively monitor customer success management tool health scores, renewal risk alerts, and NPS sentiment data to identify accounts requiring proactive intervention.</li>\n <li>Triage and prioritize outreach based on churn risk signals—including support case spikes, feature abandonment, and survey-triggered alerts—using the platform rules engine.</li>\n <li>Execute timely, personalized outreach to at-risk accounts, functioning as the primary point of contact and account steward.</li>\n <li>Step into high-friction, escalated or at-risk customer situations, deescalate quickly and restore confidence in the company and customer partnership. </li>\n <li>Quickly diagnose the root cause of customer issues and mobilize the right resources to resolve. </li>\n <li>Track and document customer interactions, risks, and outcomes within the customer success management tool to ensure data integrity and continuity.</li>\n</ul>\n<h3>Proactive Engagement & Playbook Execution</h3>\n<ul>\n <li>Own the execution of customer success management tool playbooks for accounts in the pooled segment, including feature adoption campaigns and renewal preparation sequences.</li>\n <li>Identify patterns in customer behavior and collaborate with the Digital CS team to refine automation logic and trigger criteria for scalable engagement.</li>\n <li>Serve as a 'digital-first' relationship owner—maintaining customer trust and accountability through structured, data-driven touchpoints.</li>\n</ul>\n<h3>Support Case Management & Issue Resolution</h3>\n<ul>\n <li>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.</li>\n <li>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.</li>\n <li>Communicate themes and systemic issues to Services, Product and Support leadership to inform product fixes, documentation, and training resources.</li>\n</ul>\n<h3>Product Adoption & Feature Engagement</h3>\n<ul>\n <li>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.</li>\n <li>Collaborate with product subject matter experts to co-develop adoption plans, in-app guides, and enablement content that improve customer outcomes at scale.</li>\n <li>Advocate internally for product enhancements that address recurrent friction points surfaced through the pooled customer base.</li>\n</ul>\n<h3>Retention & Commercial Accountability</h3>\n<ul>\n <li>Own gross retention outcomes for the assigned pooled segment</li>\n <li>Surface upsell and cross-sell signals, providing context from customer conversations, health scores, and usage data.</li>\n <li>Act on customer survey feedback to improve satisfaction scores across the pooled segment.</li>\n</ul>\n<h3>Cross-Functional Collaboration</h3>\n<ul>\n <li>Function as the internal voice of the customer—surfacing trends, friction points, and product feedback to leadership and relevant stakeholders.</li>\n <li>Partner internally to design and improve scalable customer touchpoints and lifecycle programs.</li>\n <li>Maintain accurate and consistent records in the customer success management tool to support reporting, forecasting, and customer health visibility across the organization.</li>\n</ul>\n<h2>Skills Required</h2>\n<ul>\n <li>Bachelor’s degree </li>\n <li>5+ years of Hospital/Healthcare consulting experience</li>\n <li>3+ years of experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment.</li>\n <li>Demonstrated experience managing a high-volume or pooled book of business with a data-driven, tech-touch engagement model.</li>\n <li>Proficiency managing customers with a customer success management tool (ChurnZero, Gainsight, Totango or proprietary tool).</li>\n <li>Strong understanding of healthcare operations and workflows</li>\n <li>Customer-oriented mindset; strong ability to create and foster relationships.</li>\n <li>Experience with CRM platforms, particularly Salesforce; familiarity with bidirectional integrations and data hygiene practices.</li>\n <li>Strong analytical mindset—ability to interpret health score data, usage trends, and risk signals to inform prioritization and action.</li>\n <li>Excellent written and verbal communication skills; able to craft compelling, personalized outreach at scale.</li>\n <li>Demonstrated ability to collaborate cross-functionally with internal teams on behalf of customers.</li>\n <li>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.</li>\n <li>Experience in healthcare technology, health system operations, or a similarly regulated SaaS vertical.</li>\n <li>Experience designing or optimizing automated customer journey sequences and playbooks.</li>\n</ul>\n<h2>Min</h2>USD $65,000.00/Yr.\n<h2>Max</h2>USD $85,000.00/Yr.",
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