6mo ago

Enterprise Customer Success Manager

San FranciscoRemoteFull-Timemid

Enterprise Customer Success ManagerCustomer Success

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Overview

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…

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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.

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.

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

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

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.

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

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

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!