Senior Customer Success Manager (Large Enterprise)

• This role will be measured by GRR, NRR, and CSAT.

• 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, driving strategic discussions and identifying opportunities for mutual growth

• Advocacy: 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 and partnering with product and support 

• Monitor customer usage and performance metrics, identifying trends and opportunities to optimize their experience and drive increased value

• Identify expansion opportunities within existing accounts, driving upsell and cross-sell 

• 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

Within the first 90 days:

• 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

• 8+ 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.

• 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

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!

• 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: $160,000 - $180,000 per year