Enterprise Customer Success Manager

Collectly • San Francisco, CA

4d • $130,000 - $170,000 • Hybrid

About The Position

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 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.

Requirements

• 5+ 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.

Nice To Haves

• 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

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

Benefits

• 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: $130,000 - $170,000 per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees