Senior Customer Success Manager – Large Enterprise

🔥 14 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $160k - $180k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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Collectly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

💳 Fintech

Healthcare • Healthcare Insurance • Fintech

Collectly is a healthcare technology company that provides an AI-powered financial assistant designed to streamline the medical billing process for patients. The platform helps healthcare providers improve patient engagement by making it easier for them to understand and pay their medical bills, resulting in faster collections and better patient satisfaction. Collectly integrates with existing electronic health records and practice management systems, allowing healthcare organizations to enhance their billing processes without changing their current software solutions.

📋 Description

• Measured by GRR, NRR, and CSAT • Cultivate relationships with enterprise customers and develop tailored success plans to drive adoption, growth, and retention • Communicate new product features and enhancements • Conduct training sessions for new users on the Collectly platform • Collaborate with Product to align the roadmap with customer needs • Facilitate Quarterly Business Reviews with key stakeholders • Create case studies, secure referrals, and generate positive reviews • Serve as primary contact for inquiries and escalations, partnering with Product and Support • Monitor usage and performance metrics to optimize customer experience and value • Identify and drive upsell and cross-sell opportunities • Share customer feedback internally to drive continuous improvement • Provide strategic guidance based on industry trends and best practices • Participate in industry events and conferences as a Collectly representative • Within 90 days: complete onboarding, meet assigned accounts, shadow QBRs and escalations, and create account action plans • Over two quarters: own QBRs, achieve 120%+ NRR, improve adoption, close at least two expansions, develop 1–2 case studies, document feedback loops, and refine CS processes

🎯 Requirements

• 8+ 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 • Demonstrated passion, drive, proactive communication, and commitment to innovation • 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

🏖️ Benefits

• Unlimited PTO • Fully paid medical, dental, and vision insurance for you and your dependents • Stock options • 401(k) with a generous company match • Contributions toward student loans

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