[Hiring] Customer Success Manager @Simetrik

Role Description

As a Customer Success Manager, Enterprise at Simetrik, you will own value realization across a portfolio of enterprise customers. Your job is to ensure customers consistently use the platform, achieve measurable outcomes, and expand adoption through structured engagement, data-backed conversations, and strong stakeholder management.

This is a customer facing, outcomes driven role. Success is defined by the consistency and quality of your execution:

• Staying close to your accounts
• Uncovering expansion opportunities
• Surfacing risk early
• Translating product usage into ROI narratives that resonate with senior stakeholders

A successful Enterprise CSM at Simetrik:

• Maintains consistent and measurable portfolio coverage, ensuring structured monthly engagement across the majority of accounts.
• Uses platform data, reporting, and health indicators to drive proactive conversations, not reactive updates.
• Demonstrates clear improvements in adoption and usability metrics tied to defined business outcomes.
• Builds and advances a visible pipeline of expansion opportunities (Cross-sell & Upsale) supported by quantified business cases.
• Identifies commercial and adoption risk early, executing mitigation plans well before renewal cycles begin.
• Leads executive level conversations grounded in ROI, operational impact, and value proposition, positioning Simetrik as a strategic partner, not a support function.

Impact and Scope

This role directly impacts Simetrik’s Net Revenue Retention and expansion growth strategy. As an Enterprise Customer Success Manager, you own the performance and commercial durability of a portfolio of strategic accounts. Your ability to drive adoption, demonstrate measurable ROI, and surface risk early determines renewal predictability and expansion readiness.

You operate at the intersection of Product, Revenue, and Operations, aligning internal teams to deliver outcomes that strengthen long-term enterprise partnerships. Your execution directly influences revenue stability, growth pipeline, and how Simetrik is positioned within its most important customers.

Expected Outcomes

First 30–60 days:

• Complete onboarding and demonstrate strong product fluency by confidently leading customer conversations focused on business outcomes — not features.
• Establish structured portfolio governance across assigned accounts, including defined meeting cadences, stakeholder mapping (economic buyer, champion, decision criteria), and documented success plans.
• Achieve consistent and trackable portfolio coverage, ensuring active customer engagement across the majority of assigned accounts each month.

By month 3:

• Achieve 80%+ structured monthly portfolio coverage, with documented customer touchpoints and clear next steps tracked in CRM.
• Build a visible and qualified expansion pipeline by identifying cross-sell and up-sell opportunities supported by defined business cases.
• Proactively surface commercial and adoption risks using health indicators and usage data, with documented mitigation plans in place well ahead of renewal cycles.

By month 6:

• Demonstrate measurable improvements in adoption and usability metrics across the portfolio, tied to defined business outcomes.
• Lead high-quality executive business reviews that clearly articulate ROI delivered, strategic impact, and forward-looking value plans.
• Contribute materially to renewal predictability and expansion execution, partnering effectively with Revenue and cross-functional teams to secure long-term account growth.

Responsibilities

• Own the end-to-end customer journey for a portfolio of enterprise accounts.
• Build and maintain relationships with key stakeholders, including senior decision makers.
• Drive structured governance: cadence, agendas, follow-ups, escalation paths, and accountability.
• Translate product usage and operational data into business-impact conversations (ROI, savings, operational efficiency).
• Identify expansion opportunities and partner with revenue leaders to execute land-and-expand motions.
• Detect and mitigate risk early through health indicators, adoption signals, and stakeholder engagement.
• Coordinate internal teams (Product, Implementation, Support, Revenue) to unblock customer outcomes.
• Maintain accurate account context and activity tracking in CRM and internal tooling.

Qualifications

• 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.
• Experience in SaaS customer-facing roles with enterprise customers; track record in renewals and/or expansions.
• Proficiency with tools such as Salesforce, Gainsight, Looker, or similar Customer Success and data analytics platforms.
• Fluent in English (written and spoken); additional languages such as Spanish is a plus.

Requirements

• Strong commercial acumen, with a clear understanding of renewals, contract value, and expansion strategy.
• Demonstrated executive presence, able to lead structured, outcome-driven conversations with senior stakeholders.
• Analytical and data-driven mindset, capable of interpreting product usage signals and translating them into actionable account strategies and ROI narratives.
• High operational discipline, with structured governance, rigorous documentation, and consistent CRM hygiene that drives renewal predictability.
• Proven ability to multi-thread relationships and proactively mitigate risk well ahead of renewal cycles.
• Comfortable operating in evolving environments, able to create clarity, structure, and forward momentum with minimal supervision.

Benefits

• Well-funded and proven startup with large ambitions and competitive salaries.
• Entrepreneurial culture where pushing limits, creating and collaborating is everyday business.
• Open communication with management and company leadership.
• Small, dynamic teams = massive impact.
• 100% Remote Work (You choose where to work from).
• 500USD a year for you to invest in learning.
• 2 Family days.