Enterprise Customer Success Manager
关于集体集体是一家快速发展的医疗保健技术公司，通过人工智能驱动自动化改变收入周期管理 (RCM).每天数百万患者都在无效的账单系统中导航，而提供商面临延迟支付，行政负担和运营复杂性。集体应用人工智能来自动化工作流程，加速现金流并现代化病人财务经验；使卫生组织能够更有效地运作并专注于提供护理。没有更热的地方可以玩。医疗保健是一个4.9万美元的行业，并且正在采用人工智能技术以其余经济率的2.2倍。机会 我们正在寻找一个合格的企业客户成功经理，帮助我们在现有客户群中培养强关系和增长。这是一个令人兴奋的机会进入下层，拥有最大职业发展潜力以及对客户成功产生直接影响的能力。我们的理想候选人具有 SaaS 启动环境中的客户成功管理员的经验。关键责任：培养与企业客户的密切关系，制定定制成功计划以推动产品采用，增长和保留。主动地沟通 Collectly 产品的新功能和改进，确保客户获悉并参与；在 Colectly 平台上开展全面的培训会议；使他们能够最大限度地发挥其益处；与产品团队紧密合作，将产品路线图与客户需求一致；确保持续相关性和价值；促进中型账户的主要利益相关者进行季度商务评审 (QBR),推动战略讨论和确定互增长机会。利用客户关系来创建令人信服的案例研究，安全推和生成积极评论集体服务作为客户查询和升级的主要接触点，提供及时有效的解决方案监测客户使用和性能指标，识别趋势和机会优化他们的经验并推动增值与销售团队合作确定现有账户内的扩张机会，帮助驱动上市和交叉销售举措行为作为一个习惯
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About Collectly
Collectly 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.
There could not be a hotter space to play in. Healthcare is a $4.9T industry and is adopting AI technology at 2.2x the rate of the rest of the economy. RCM is at the heart of this transformation as it has a clear and demonstrable ROI to our customers.
The Opportunity
We are seeking a qualified 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 Customer Success Manager in a SaaS startup environment.
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 B2B healthcare or healthtech 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 is preferred
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.
Competitive Compensation
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!