Senior Customer Success Manager (Large Enterprise)

About this role

Manage enterprise customer relationships for Collectly’s AI-driven healthcare revenue cycle management platform. Drive adoption, retention, customer satisfaction, and account growth through strategic planning, executive engagement, and collaboration across internal teams.

About the company

Collectly is an AI-powered RCM platform that helps healthcare organizations collect patient payments faster while improving the billing experience.

The team

Customer Success

What you'll do

• Own customer success outcomes measured by GRR, NRR, and CSAT.
• Develop tailored success plans and lead QBRs with enterprise stakeholders.
• Train customers and communicate product updates to drive adoption.
• Monitor account health and usage, resolve escalations, and identify risks and opportunities.
• Identify and pursue upsell and cross-sell opportunities with the sales team.
• Gather customer feedback for Product and Engineering and support case studies, referrals, and reviews.

What we're looking for

• 8+ years of customer success experience at a SaaS company.
• Experience managing enterprise accounts with $500K–$1M+ ARR and complex stakeholder relationships.
• Strong customer success, communication, analytical, and prioritization skills.
• Experience working cross-functionally with sales, product, and support teams.
• Proficiency with CRM software and related tools.
• Located in the San Francisco Bay Area.

Nice to have

• Build trusted relationships from end users to C-suite and serve as a strategic advisor.
• Connect product value to measurable business outcomes and proactively manage renewals.
• Develop internal customer champions and identify expansion opportunities.

Benefits

• Unlimited PTO.
• Fully paid medical, dental, and vision coverage for employees and dependents.
• Stock options.
• 401(k) with company match.
• Student loan contributions.