Enterprise Customer Success Manager

Enterprise Customer Success ManagerCollectly is a fast-growing healthcare technology company transforming revenue cycle management (RCM) through AI-driven automation. Millions of patients navigate inefficient billing systems every day, while providers face delayed payments, rising administrative burden, and operational complexity.Collectly applies artificial intelligence to automate workflows, accelerate cash flow, and modernize the patient financial experience; enabling healthcare organizations to operate more efficiently and focus on delivering care.The OpportunityWe are seeking an Enterprise Customer Success Manager to help us foster strong relationships and growth within our existing customer base. This is an exciting opportunity to get in at the ground floor with maximum potential for career growth and the ability to make an immediate impact on the success of our customers. Our ideal candidate has experience as a Enterprise Customer Success Manager in a SaaS startup environment.Please Note: This role is hybrid - candidates located in the San Francisco Bay Area only will be considered.Key ResponsibilitiesCultivate strong relationships with enterprise customers, developing tailored success plans to drive product adoption, growth, and retentionProactively communicate new features and enhancements to the Collectly product, ensuring customers are informed and engagedConduct comprehensive training sessions for new users on the Collectly platform, enabling them to maximize its benefitsCollaborate closely with the product team to align the product roadmap with customer needs, ensuring ongoing relevance and valueFacilitate Quarterly Business Reviews (QBRs) with key stakeholders from medium-sized accounts, driving strategic discussions and identifying opportunities for mutual growthHarness customer relationships to create compelling case studies, secure referrals, and generate positive reviews for CollectlyServe as the primary point of contact for customer inquiries and escalations, providing timely and effective resolutionsMonitor customer usage and performance metrics, identifying trends and opportunities to optimize their experience and drive increased valueCollaborate with the sales team to identify expansion opportunities within existing accounts, helping to drive upsell and cross-sell initiativesAct as a customer advocate within the company, ensuring that customer feedback and insights are shared across relevant teams to drive continuous improvementStay informed about industry trends and best practices, leveraging this knowledge to provide strategic guidance and advice to customersParticipate in relevant industry events and conferences to network with customers and industry peers, representing Collectly as a thought leader in the spaceWhat Success Looks LikeWithin the first 90 days, this leader will:Complete onboarding and develop a deep understanding of Collectly's platform, RCM workflows, and the competitive landscapeConduct introductory meetings with all assigned enterprise accounts to establish relationships and assess health, risks, and opportunitiesShadow QBRs and customer escalations to understand existing processes and customer expectationsIdentify and develop tailored action plans for all assigned accounts, prioritizing by health score, renewal timeline, and expansion potentialOver two quarters, success includes:Own and execute QBRs across the full enterprise book, with executive-level stakeholder participationAchieve a net revenue retention (NRR) target of 120%+ across managed accountsDrive measurable product adoption improvements across the portfolio, tracked via usage metricsSuccessfully close at least 2 upsell or expansion opportunities in collaboration with the sales teamDevelop at least 1–2 customer case studies or references from your book of businessEstablish yourself as a trusted internal voice of the customer — with documented feedback loops into Product and EngineeringContribute to the refinement of CS playbooks, QBR templates, or onboarding processesRequired Qualifications5+ years experience in a customer success role at a SaaS companyExperience managing enterprise accounts ($500k-$1M+ARR) with complex, multi-stakeholder relationshipsStrong understanding of customer success principles and methodologiesExcellent communication and interpersonal skills, with the ability to build rapport and trust with customersDemonstrated unwavering passion and drive with a commitment to proactive communication and a commitment to innovationDemonstrated ability to manage multiple projects and priorities simultaneouslyAnalytical mindset with the ability to interpret data and trends to drive strategic recommendationsExperience working cross-functionally with sales, product, and support teamsProficiency in CRM software and other relevant toolsLocated in the San Francisco Bay AreaAlignment 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 CompetenciesBuilds 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 contactProactively identifies and develops internal championsConnects product value to measurable business outcomes.Drives renewals with minimal risk through proactive health monitoringIdentifies expansion and upsell opportunities naturally within the relationshipPreferred3+ years working with or alongside Revenue Cycle Management (RCM) teams, billing departments, or healthcare finance stakeholdersExperience in healthcare SaaS, health tech, or digital health companiesFamiliarity 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 AdministratorsWhy You'll Love It HereUnlimited 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 yearIf 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!