symplr

Leading research and insights functions to inform product and business strategies, managing global research teams, and developing innovative methodologies. | Extensive experience in market research, consumer insights, and team leadership, with a focus on innovation and strategic planning; lacks specific customer success operations experience. | Overview symplr is seeking a Director of Customer Success Operations who will be the driving force in helping build a foundation to enable customer health and growth at scale by improving the efficiency, effectiveness, and consistency of the customer success delivery model. The Director will support our Chief Customer Officer in streamlining internal operations and developing processes that serve our customers, building out foundational systems and insights to power the customer functions, and be a thought partner and driving force to accelerate strategic projects forward. The ideal candidate brings a naturally curious builders’ mindset, is comfortable leading through influence and working in a highly matrixed organization and can solve for multiple priorities while balancing the needs of various stakeholders. Duties & Responsibilities Partner with Success leadership to define the department strategy, develop plans for execution and identify priorities and initiatives. Collaborate with Success leadership, Intelligence and FP&A to design, develop, maintain key metrics and analysis that serves all levels of the Success organization to solve business problems and drive action toward achieving goals. Work with Success leadership to develop strategies to capture the Voice of the Customer (VoC) and use the information to create opportunities for other departments where retention can be impacted. Lead all cross-functional initiatives that impact the Success department including, but not limited to, technology implementations, M&A integration, and quarterly business review and board preparation. Partner with Success leadership to create a vision and delivery roadmap for Customer Success technology Partner with Business Operations to manage and optimize the tech stack of tools and applications, owning the Success business requirements and identifying new technology needs. Monitor and drive a high degree of data integrity in Salesforce and other tools to ensure the team is able to make key business decisions with confidence. Promote operational excellence: identifying and executing opportunities to optimize our organizational systems and processes with a focus on agility. Support the development and delivery of onboarding and enablement programs to effectively onboard, ramp and grow team members and managers. Skills Required 3+ years of customer success operations, with progressive experience, ideally in building and establishing new teams, systems and processes. Strong executive presence with the ability to facilitate large groups across varying topics, and ability to easily communicate complex topics to various stakeholders Ability to step into projects already in progress, or in need of rescue, and effectively assume a leadership role. Able to foster a culture of collaboration, sense of purpose, and create clear accountabilities and metrics. Experience with large transformation programs, including foundational system infrastructure (SFDC, ChurnZero, portals, omni-channel, health score, etc.) Passion for collaborating horizontally and vertically within an organization comprised of diverse groups of people, combined with the ability to adeptly navigate various points of view and interests. Experience managing analytically rigorous initiatives, leveraging standard SaaS metrics and benchmarking. Min USD $130,000.00/Yr. Max USD $150,000.00/Yr.

Lead digital customer success strategy, manage a team, and collaborate cross-functionally to improve retention and growth. | Requires 8+ years in SaaS Customer Success, experience with ChurnZero, healthcare industry knowledge, and leadership skills. | Overview The Digital Customer Support Program Director leads symplr's digital-first Customer Success strategy and execution to drive retention, growth, and satisfaction across all segments. This role combines strategic leadership with operational excellence, leveraging ChurnZero to scale engagement and deliver measurable outcomes. Duties & Responsibilities Develop and execute the Digital Customer Success strategy, including tech-touch programs, lifecycle journeys, and automation using ChurnZero Recruit, manage, and develop a high-performing Digital Customer Support team (Admin + pooled CSMs) to support scalable coverage Establish processes, best practices, and success metrics for digital engagement and customer lifecycle management Collaborate cross-functionally with Sales, Services, Product, Marketing, and Support to mitigate customer challenges and ensure ROI delivery Analyze customer data to identify churn drivers and implement strategies to improve retention and growth Partner with Sales to align on expansion and upsell opportunities, proactively addressing renewal risks Create and maintain enablement materials, dashboards, and reporting to improve organizational effectiveness Champion a customer-centric culture and foster strong relationships through digital channels and occasional strategic interactions Skills Required 8 years’ experience in SaaS Customer Success, with at least 3 years in leadership roles building digital Customer Success programs Proven experience with ChurnZero, health scoring, and automation workflows Strong analytical, strategic planning, and cross-functional collaboration skills High aptitude for data manipulation and technical integrations Excellent communication, collaboration, and critical thinking skills Ability to communicate with employees at all levels of an organization Ability to proactively evaluate programs and implement improvement ideas on an ongoing basis Possess a high attention to detail Work well in a fast-paced, innovative environment Bachelor's Degree preferred 5+ year healthcare experience Ability to travel up to 25% Experience in public speaking (preferred) Account management or sales experience (preferred) Min USD $140,000.00/Yr. Max USD $160,000.00/Yr.

Oversee and coordinate multiple small to medium projects, ensuring timely delivery within scope and budget, while managing customer relationships and project risks. | Requires 5+ years of project management experience, customer-facing skills, proficiency in MS Office, and experience managing project portfolios, with a preference for healthcare experience and PMP certification. | Overview The Project Manager provides project management leadership for the successful execution of simple implementation projects and add-on services projects. This client facing role serves as the primary point of contact for customers and requires strong customer relationship skills and a focus on customer advocacy. Project Managers are responsible for overseeing a portfolio of small to medium complexity projects, typically managing 12–15 at a time depending on project mix. As a member of the project delivery team, the Project Manager leads planning, coordination, and execution activities to ensure projects meet customer commitments and are delivered successfully. Duties & Responsibilities • Ownership of delivery of assigned projects from initiation through to the completion of the project. • Primarily responsible for: project planning, status meetings, issue and risk tracking, resource coordination, ensuring project team meets customer commitments, ensuring the project is delivered within scope and budget. • Holds regular meetings with Customer project team to: review status, issues and risks, conduct ongoing planning/project plan updates, and hold customers accountable for deliverables. • Facilitates technical explanations and discussions with project and customer. • Serves as the primary escalation point for the project resources. • Works with the project team to resolve issues and risks in a timely manner. • Ensures compliance with symplr’s project governance model and implementation methodology. Skills Required • 5+ years of project management experience or an equivalent combination of education and relevant experience, minimum 2 years in a customer-facing role. • Experience in a fast paced, customer facing role. • Proficient with MS Windows and MS Office tools, with primary emphasis on Excel and Word. • C-Suite project stakeholder/executive relationship management experience. • Experience managing project portfolios. • Demonstrated experience managing multiple projects for multiple customers concurrently, with excellent time management, the ability to multi task in a fast paced environment, and strong organizational habits. • Customer relationship, communication, and teamwork-oriented skills, including excellent customer service orientation; effective written and verbal communication; sound judgment; analytical thinking; and creative problem solving. • Ability to motivate and manage in a matrix environment, including project resource relationship/issue management and the ability to work independently and as part of a team. • Effective escalation and risk communication and management, including strategic escalation across project portfolios. • Project level budget management experience. • Meticulous attention to detail; knowledge of project management principles; and proficiency in SDLC methodologies. Desired Skills and Qualifications: • Healthcare experienced preferred. • API and integrations knowledge and implementation experience preferred. • PMP preferred. Min USD $80,000.00/Yr. Max USD $100,000.00/Yr.