Technical Enterprise Client Success Manager - Symmetry
About The Position
Symmetry Software is part of Gusto. 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. 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.
Requirements
- 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
- 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
- Solid 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
- Solid 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
Nice To Haves
- Experience in payroll, HR tech, or compliance technology strongly preferred
- Project management certification (PMP, CAPM, Google Project Management) is a plus
- API fundamentals certification (Postman Student Expert or equivalent) is a plus
Responsibilities
- 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
- 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
- Educate clients on best practices to maximize value from Symmetry's solutions
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Food Services and Drinking Places
Number of Employees
1,001-5,000 employees
