Enterprise Customer Success Manager

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 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 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 Enterprise Customer Success Manager in a SaaS startup environment.   Please Note: This role is hybrid - candidates located in the San Francisco Bay Area only will be considered.

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 SaaS company
• Experience managing enterprise acco