Customer Success Manager
About The Position
Collate is an AI document generation platform for life sciences, aiming to automate paperwork and accelerate the delivery of life-saving innovations to patients. The company, founded by experienced entrepreneurs and backed by significant funding, is seeking a Customer Success Manager to manage the entire lifecycle of enterprise clients. This role involves owning net and gross retention, driving product adoption within complex regulatory workflows, proactively identifying and mitigating churn risk, and identifying opportunities for account expansion. Collate operates as a fully in-person company in San Francisco, requiring a 5-day-a-week commitment.
Requirements
- 5+ years in a metrics-owning Customer Success role, preferably within enterprise software.
- Demonstrated track record of meeting or exceeding retention or expansion quotas, with the ability to state specific GRR/NRR numbers from previous roles.
- Full-lifecycle customer management experience, including owning onboarding and renewal outcomes.
- Fluency with health-scoring or leading-indicator models for predicting churn or expansion, and experience using these models to drive action.
- Strong quantitative skills, including the ability to build tracking systems, forecast renewal risk, and defend numbers in business reviews. Proficiency in Excel/Sheets is required.
- Excellent written and verbal communication skills, with the ability to articulate complex technical and scientific information to diverse audiences.
- Detail-oriented and structured approach to building repeatable playbooks for onboarding, QBRs, and save strategies.
Nice To Haves
- Work experience in pharma, biotech, or med device industries.
- Prior experience in a startup environment, demonstrating the ability to wear multiple hats, thrive in ambiguity, and build structure in fast-paced settings.
Responsibilities
- Achieve GRR/NRR targets for the assigned book of business through strategic account planning to protect and grow revenue.
- Forecast renewal risk and expansion opportunities monthly with data-driven projections.
- Manage the entire customer lifecycle from onboarding kickoff to go-live and through renewal.
- Define and track key usage metrics (e.g., seat activation, workflow depth, time-to-value) to predict renewal and build a defendable health score.
- Proactively identify at-risk accounts using leading indicators and develop/execute effective save strategies.
- Serve as the primary point of contact for enterprise clients, translating complex scientific and regulatory information for both technical and executive stakeholders.
- Collaborate with Product, Engineering, and Sales teams to integrate customer feedback into the product roadmap and expansion strategies, quantifying the impact on retention.
- Own and report on key customer success metrics including churn, expansion, adoption, and NPS/CSAT with a high level of rigor.
Benefits
- Meaningful equity in an early-stage company.
- Opportunity for career-defining impact.
- Collaboration with an interdisciplinary team of AI researchers, healthcare leaders, and startup builders.
- Chance to build systems and experiences that improve healthcare outcomes.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
