The OpportunityWe are seeking a
Senior 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 in a Startup environment, and has worked with 6 & 7 figure size clients.
Key Responsibilities- 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
What Success Looks LikeWithin 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
Required Qualifications- 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.
Preferred- 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!
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: $160,000 - $180,000 per year
