Customer Success Manager

Customer Success ManagerWe're hiring a Customer Success Manager to own the full lifecycle for our enterprise book from the moment a deal closes through renewal and expansion. You'll carry a number: net and gross retention, adoption depth, and expansion revenue across your accounts, and you'll be evaluated on hitting it. You'll own onboarding, drive product adoption inside complex regulatory workflows, spot risk before it becomes churn, and build the case for expansion when accounts are healthy. Collate is a fully in-person company based in San Francisco, 5x week.What You'll DoRetention & Expansion Number — Carry a GRR/NRR target across your book. Build and execute account plans that protect the base and grow it; forecast renewal risk and expansion opportunity monthly with defensible math, not gut feel.Full-Lifecycle Ownership — Run onboarding from kickoff to go-live, then stay accountable for the account through renewal. One owner, one number, no handoff gaps.Adoption & Health Scoring — Define and track the usage metrics that predict renewal (seat activation, workflow depth, time-to-value) and build a health score you can defend in a forecast call.Risk Management — Identify at-risk accounts early using leading indicators, not renewal-date panic. Build and execute save plays, and know your win rate on them.Customer & Stakeholder Management — Serve as the primary point of contact for enterprise clients navigating complex scientific and regulatory workflows; translate technical and product context for scientific and executive stakeholders alike.Cross-Functional Feedback Loop — Work with Product, Engineering, and Sales to route customer signal into the roadmap and into expansion motions; quantify the impact of your feedback loop on retention.Reporting & Forecasting — Own your segment of the CS dashboard: churn, expansion, adoption, and NPS/CSAT, reported with the same rigor a sales leader brings to pipeline.What We're Looking For5+ years in a metrics-owning Customer Success, ideally at an enterprise software company, with a demonstrated track record against retention or expansion quota. You should be comfortable stating your GRR/NRR numbers from your last role, not just describing your "approach."Full-lifecycle experience — you've run onboarding and stayed on the account long enough to own the renewal outcome of what you built.Fluency with a health-score or leading-indicator model — you've defined the metrics that predict churn or expansion before they show up in a renewal conversation, and used them to drive action.Quantitative rigor — comfortable building your own tracking, forecasting renewal risk, and defending your numbers in a business review. Excel/Sheets fluency required.Communication & Judgment — excellent written and verbal skills, with the ability to translate complex regulatory and scientific workflows for both scientists and executives.Detail-oriented and structured — able to build repeatable playbooks (onboarding, QBRs, save plays) rather than reinventing the account plan every time.Bonus PointsWork experience in pharma, biotech, or med devicePrior experience at a startup — able to wear multiple hats, thrive in ambiguity, and build structure in fast-paced, high-growth environments.Why Join Collate?Impact: Build systems and experiences that touch real patients and providers, improving healthcare outcomes.Ownership: Shape both our product experience and our engineering culture from the start.Learning: Collaborate with a uniquely interdisciplinary team—AI researchers, healthcare leaders, and experienced startup builders.Upside: Join a company early enough to have meaningful equity and career-defining impact.The base salary range for this role is $141-200K and depending on experience and level (Tier 1, San Francisco)