Enterprise Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Build and maintain strong relationships with enterprise clients and develop customized success strategies to enhance adoption, growth, and retention.

• Clearly communicate product features and improvements to clients.

• Lead training sessions for new users of the platform.

• Work in partnership with the Product team to ensure the roadmap aligns with customer requirements.

• Organize Quarterly Business Reviews with key stakeholders.

• Generate case studies, obtain referrals, and encourage positive customer reviews.

• Act as the primary point of contact for inquiries and escalations.

• Track usage and performance metrics to enhance the customer experience.

• Discover expansion opportunities in collaboration with Sales and assist with upselling and cross-selling efforts.

• Serve as an advocate for customers within the organization and share their feedback across teams.

• Offer strategic insights based on industry trends and best practices.

• Represent Collectly at industry events and conferences.

• Onboard, evaluate, and develop action plans for assigned enterprise accounts.

• Take full ownership of QBRs, achieve over 120% NRR, increase product adoption, close at least two expansion opportunities, and create 1–2 customer case studies within two quarters.

⛳️ Requirements

• Over 5 years of experience in a customer success position within a B2B healthcare or health tech SaaS environment.

• Proven experience managing enterprise accounts ($500k-$1M+ ARR) with intricate, multi-stakeholder dynamics.

• Strong comprehension of customer success principles and methodologies.

• Exceptional communication and interpersonal abilities.

• Display a passion for the role, proactive communication, and a commitment to innovation.

• Capability to manage multiple projects and priorities concurrently.

• Possess an analytical mindset with the ability to interpret data and trends.

• Experience in cross-functional collaboration with sales, product, and support teams.

• Proficiency in CRM software and other pertinent tools.

• Preference for candidates located in the San Francisco Bay Area.

• Over 3 years of experience working with or alongside Revenue Cycle Management (RCM) teams, billing departments, or healthcare finance stakeholders is preferred.

• Experience in healthcare SaaS, health tech, or digital health companies is preferred.

• Familiarity with RCM workflows, including claims processing, denial management, coding, reimbursement cycles, and prior authorization is preferred.

• Understanding of key healthcare stakeholders, including CFOs, Revenue Cycle Directors, Billing Managers, and Practice Administrators is preferred.

• Alignment with Collectly's GTM Values.

🏝️ Benefits

• Unlimited PTO.

• Comprehensive medical, dental, and vision insurance fully paid for you and your dependents.

• Stock options.

• 401(k) plan with a generous company match.

• Contributions towards student loans.

• Competitive salary package.

• Opportunities for career advancement.