Enterprise Customer Success Manager

Key Responsibilities

• Cultivate strong relationships with enterprise customers, developing tailored success plans to drive product adoption, growth, and retention
• Proactively communicate new features and enhancements to the Collectly product, ensuring customers are informed and engaged
• Conduct comprehensive training sessions for new users on the Collectly platform, enabling them to maximize its benefits
• Collaborate closely with the product team to align the product roadmap with customer needs, ensuring ongoing relevance and value
• Facilitate Quarterly Business Reviews (QBRs) with key stakeholders from medium-sized accounts, driving strategic discussions and identifying opportunities for mutual growth
• Harness customer relationships to create compelling case studies, secure referrals, and generate positive reviews for Collectly
• Serve as the primary point of contact for customer inquiries and escalations, providing timely and effective resolutions
• Monitor customer usage and performance metrics, identifying trends and opportunities to optimize their experience and drive increased value
• Collaborate with the sales team to identify expansion opportunities within existing accounts, helping to drive upsell and cross-sell initiatives
• Act as a customer advocate within the company, ensuring that customer feedback and insights are shared across relevant teams to drive continuous improvement
• Stay informed about industry trends and best practices, leveraging this knowledge to provide strategic guidance and advice to customers
• Participate in relevant industry events and conferences to network with customers and industry peers, representing Collectly as a thought leader in the space

What Success Looks Like

Within the first 90 days, this leader will:
• Complete onboarding and develop a deep understanding of Collectly's platform, RCM workflows, and the competitive landscape
• Conduct introductory meetings with all assigned enterprise accounts to establish relationships and assess health, risks, and opportunities
• Shadow QBRs and customer escalations to understand existing processes and customer expectations
• Identify and develop tailored action plans for all assigned accounts, prioritizing by health score, renewal timeline, and expansion potential
Over two quarters, success includes:
• Own and execute QBRs across the full enterprise book, with executive-level stakeholder participation
• Achieve a net revenue retention (NRR) target of 120%+ across managed accounts
• Drive measurable product adoption improvements across the portfolio, tracked via usage metrics
• Successfully close at least 2 upsell or expansion opportunities in collaboration with the sales team
• Develop at least 1–2 customer case studies or references from your book of business
• Establish yourself as a trusted internal voice of the customer — with documented feedback loops into Product and Engineering
• Contribute to the refinement of CS playbooks, QBR templates, or onboarding processes

Required Qualifications

• 5+ years experience in a customer success role at a SaaS company
• Experience managing enterprise accounts ($500k-$1M+ARR) with complex, multi-stakeholder relationships
• Strong understanding of customer success principles and methodologies
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
• Demonstrated unwavering passion and drive with a commitment to proactive communication and a commitment to innovation
• Demonstrated ability to manage multiple projects and priorities simultaneously
• Analytical mindset with the ability to interpret data and trends to drive strategic recommendations
• Experience working cross-functionally with sales, product, and support teams
• Proficiency in CRM software and other relevant tools
• Located in the San Francisco Bay Area
• Alignment with Collectly's GTM Values:
• We are owners - we have humility and put the team first.
• We know our numbers - we are data-driven and understand how to impact our business internally and our customers' business externally.
• We are AI powered - we automate easy repetitive tasks and research so we can solve harder problems and have a greater impact.
• We are one with the Buffalo - we expect that there will be challenges along the way and, like the Buffalo, we confront these challenges head on by running INTO the storm.

Core Competencies

• Builds deep, trust-based relationships across multiple levels of an account (end users to C-suite)
• Maintains high executive engagement and serves as a strategic advisor, not just a support contact
• Proactively identifies and develops internal champions
• Connects product value to measurable business outcomes.
• Drives renewals with minimal risk through proactive health monitoring
• Identifies expansion and upsell opportunities naturally within the relationship

Preferred

• 3+ years working with or alongside Revenue Cycle Management (RCM) teams, billing departments, or healthcare finance stakeholders
• Experience in healthcare SaaS, health tech, or digital health companies
• Familiarity with RCM workflows — claims processing, denial management, coding, reimbursement cycles, prior authorization, etc.
• Understanding of key healthcare stakeholders: CFOs, Revenue Cycle Directors, Billing Managers, Practice Administrators

Why You'll Love It Here

• Unlimited PTO: We believe in work-life balance and encourage you to recharge when you need it.
• Comprehensive Health Coverage: Fully paid medical, dental, and vision insurance for you and your dependents, because your well-being matters to us.
• Equity Opportunities: Share in our success with stock options - your hard work will drive our growth.
• Retirement Planning Made Easy: Enjoy a 401(k) with a generous company match to secure your future.
• Student Loan Support: We help lighten the load with contributions toward your student loans.
• Compensation Range: $130,000 - $170,000 per year
If you think you’re a “Buffalo” who has what it takes to have a meaningful impact within our rapidly growing organization and to the broader healthcare industry - apply to come join our team today!