# Enterprise Customer Success Manager

**Company:** [Collectly](https://hotfix.jobs/companies/collectly)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $130k – $170k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Enterprise Account Management, Qbr Facilitation, Crm Software, Upsell/Cross-Sell, Product Adoption, Stakeholder Management, Revenue Retention, Healthcare Saas, Rcm Workflows
**Posted:** 2026-04-08

> Manage enterprise customer relationships at a healthcare AI SaaS startup, driving adoption, retention (target 120%+ NRR), and expansion for $500k-$1M+ ARR accounts. Requires 5+ years SaaS CS experience and SF Bay Area location.

## Job Description

## 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:**
- 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:**
- 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 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

## Core Competencies
- 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

## Preferred
- 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

## Compensation & Benefits
- Compensation Range: $130,000 - $170,000 per year
- Unlimited PTO
- Comprehensive Health Coverage: Fully paid medical, dental, and vision insurance for you and your dependents
- Equity Opportunities: Stock options
- Retirement Planning: 401(k) with a generous company match
- Student Loan Support: Contributions toward student loans

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