Heather Symdon
Oregon,WI
Summary
SaaS Customer Success leader with 15 years of experience building processes and scaling teams to drive ARR growth. An Enneagram 7 – Enthusiast, I combine energy, creativity, and adaptability with a data-driven approach to solve complex challenges and create customer experiences that exceed retention and expansion targets. Skilled in fostering relationships, championing customer advocacy, and designing experiences that strengthen brand loyalty. I’m passionate about solutions that enhance patient care and improve everyday lives, guided by teamwork, integrity, and good values.
Overview
15
15
years of professional experience
Work History
Director of Customer Success
Lockncharge
11.2022 - Current
- Defined and executed strategic goals through software powered by smart locker technology to help customers modernize their device management programs, with a focus in education.
- Created a scalable framework to support the entire customer journey, fostering better client engagement and accelerated time to value (TTV).
- Consistently achieved or surpassed $100K in quarterly revenue retention while building trusted relationships and identifying growth opportunities through tactical account expansion.
- Partnered cross-functionally with Product, Sales and Operations leaders to align on data driven initiatives and secure customer interviews, which informed important product enhancements.
Senior Manager of Customer Success
FindHelp
02.2022 - 11.2022
- Managed complex projects for some of the largest insurance companies with the purpose of integrating social care software into existing systems to enrich patient care outcomes.
- Led quarterly business reviews (QBRs) with C-suite level executives to identify regional social care needs and strategize on the development of targeted programs, such as diaper banks.
- Served as the primary liaison between clients and internal technical teams, translating business needs into technical requirements, aligning stakeholders, and driving successful, seamless system integrations.
- Provided mentorship and coaching to new hires through a structured program, strengthening team performance and knowledge transfer.
Manager of Customer Success
Change Healthcare
01.2020 - 02.2022
- Spearheaded partner relationships with some of the largest electronic medical records (EMR) companies to integrate image ordering software to enhance clinical standards for order workflow.
- Directly managed a team of six Customer Success professionals, supporting client relationships and ensuring compliance with the service level agreements (SLAs).
- Collaborated with peers to design and implement an omni-channel support system (live chat and online community), enhancing customer accessibility and reducing support resolution time.
- Analyzed data to provide clients with actionable insights and best practices for clinical ordering appropriateness.
Director of Customer Success
RevolutionEHR
05.2017 - 12.2019
- Promoted to launch and lead a new Customer Success business unit designed to align implementation, adoption, and expansion teams under a unified strategy.
- Proven leader skilled in developing collaborative, high-performing teams and promoting accountability through transparent and consistent performance expectations.
- Responsible for customer churn metrics and managed customer recovery initiatives, achieving and sustaining a 99% retention rate.
- Created and managed customer satisfaction metrics, ensuring a consistently high level of service and engagement.
Manager of Customer Support
RevolutionEHR
08.2010 - 05.2017
- Served as a trusted advisor to eye care providers during EMR adoption, building strong relationships and optimized problem solving tactics to overcome adoption challenges.
- Analyzed software usage data and customer trends to deliver actionable insights, driving targeted Marketing campaigns and Product enhancements.
- Drove upsell opportunities for add-on solutions by focusing on outcomes that enhanced the overall value of the EMR platform for existing customers.
- Optimized user adoption by developing training, resources, and support processes that improved platform utilization and customer satisfaction.
Education
Bachelor of Communications - Business Minor
University of Wisconsin Whitewater
Skills
- Customer Success Leadership
- ARR Growth Management
- Onboarding, Adoption, & Expansion Programs
- Data-Driven Decision Making & Analytics
- Team Development, Mentorship & Performance Management
- Customer Advocacy, Retention & Loyalty
References
References available upon request.
Timeline
Director of Customer Success
Lockncharge
11.2022 - Current
Senior Manager of Customer Success
FindHelp
02.2022 - 11.2022
Manager of Customer Success
Change Healthcare
01.2020 - 02.2022
Director of Customer Success
RevolutionEHR
05.2017 - 12.2019
Manager of Customer Support
RevolutionEHR
08.2010 - 05.2017
Bachelor of Communications - Business Minor
University of Wisconsin Whitewater