# Customer Success Manager

**Company:** [Collate](https://hotfix.jobs/companies/collate)
**Location:** San Francisco, CA
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Customer Retention, Customer Expansion, Health Scoring, Forecasting, Excel, Google Sheets, Nps, Csat, Onboarding, Regulatory Workflows
**Posted:** 2026-07-23

> Owns onboarding, adoption, retention, renewals, and expansion for enterprise customers using complex scientific and regulatory workflows. The role requires 5+ years of metrics-driven Customer Success experience, quantitative forecasting ability, and strong stakeholder communication.

## Job Description

## Responsibilities

- Own the full customer lifecycle for an enterprise book of business, from onboarding and go-live through renewal and expansion.
- Carry gross and net retention targets across assigned accounts.
- Build and execute account plans to protect the customer base and grow expansion revenue.
- Forecast renewal risk and expansion opportunities using defensible metrics.
- Define and track adoption metrics such as seat activation, workflow depth, and time-to-value.
- Build and maintain actionable customer health scores.
- Identify at-risk accounts early and execute save plays.
- Serve as the primary contact for enterprise clients navigating complex scientific and regulatory workflows.
- Translate technical and product context for scientific and executive stakeholders.
- Work with Product, Engineering, and Sales to route customer feedback into the roadmap and expansion motions.
- Report on churn, expansion, adoption, and NPS/CSAT with analytical rigor.

## Requirements

- 5+ years of experience in a metrics-owning Customer Success role, ideally at an enterprise software company.
- Demonstrated performance against retention or expansion quotas.
- Full-lifecycle experience running onboarding and owning renewal outcomes.
- Experience defining and using health-score or leading-indicator models to predict churn or expansion.
- Quantitative rigor and experience forecasting renewal risk and defending business metrics.
- Fluency with Excel or Google Sheets.
- Excellent written and verbal communication skills.
- Ability to explain complex regulatory and scientific workflows to scientists and executives.
- Strong organization and attention to detail.
- Ability to build repeatable onboarding, QBR, and save-play processes.

## Nice to Have

- Experience in pharma, biotech, or medical devices.
- Startup experience and comfort operating in ambiguity and building structure in fast-paced environments.

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