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Collectly is an AI-driven RCM software platform that increases revenue, cuts support calls and keeps patients happy.
The Role
The Enterprise Customer Success Manager will cultivate customer relationships, drive product adoption, facilitate training, and identify growth opportunities within enterprise accounts, specifically in the healthcare SaaS sector.
Summary Generated by Built In
About Collectly
Collectly is a fast-growing healthcare technology company transforming revenue cycle management (RCM) through AI-driven automation. Millions of patients navigate inefficient billing systems every day, while providers face delayed payments, rising administrative burden, and operational complexity.
Collectly applies artificial intelligence to automate workflows, accelerate cash flow, and modernize the patient financial experience; enabling healthcare organizations to operate more efficiently and focus on delivering care.
There could not be a hotter space to play in. Healthcare is a $4.9T industry and is adopting AI technology at 2.2x the rate of the rest of the economy. RCM is at the heart of this transformation as it has a clear and demonstrable ROI to our customers.
The Opportunity
We are seeking a Enterprise Customer Success Manager to help us foster strong relationships and growth within our existing customer base. This is an exciting opportunity to get in at the ground floor within our existing customer base. This is an exciting opportunity to get in at the ground floor with maximum potential for career growth and the ability to make an immediate impact on the success of our customers. Our ideal candidate has experience as a Enterprise Customer Success Manager in a SaaS startup environment.
Please Note: This role is hybrid - candidates located in the San Francisco Bay Area only will be considered.
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
- 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
- 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
Within the first 90 days, this leader will:
Over two quarters, success includes:
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:
- We are owners - we have humility and put the team first.
- We know our numbers - we are data-driven and understand how to impact our business internally and our customers' business externally.
- We are AI powered - we automate easy repetitive tasks and research so we can solve harder problems and have a greater impact.
- We are one with the Buffalo - we expect that there will be challenges along the way and, like the Buffalo, we confront these challenges head on by running INTO the storm.
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
Why You'll Love It Here
- Unlimited PTO: We believe in work-life balance and encourage you to recharge when you need it.
- Comprehensive Health Coverage: Fully paid medical, dental, and vision insurance for you and your dependents, because your well-being matters to us.
- Equity Opportunities: Share in our success with stock options - your hard work will drive our growth.
- Retirement Planning Made Easy: Enjoy a 401(k) with a generous company match to secure your future.
- Student Loan Support: We help lighten the load with contributions toward your student loans.
- Compensation Range: $130,000 - $170,000 per year
If you think you’re a “Buffalo” who has what it takes to have a meaningful impact within our rapidly growing organization and to the broader healthcare industry - apply to come join our team today!
Collectly Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as 100% employer-paid for medical, dental, and vision, often extending to dependents or the whole family. This materially reduces out-of-pocket costs and is positioned as a standout differentiator for attraction and retention.
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Leave & Time Off Breadth — Unlimited PTO and paid holidays are highlighted alongside an outcomes-focused culture. This structure supports work-life balance and encourages real time off usage.
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Retirement Support — A 401(k) plan with company match is available and sometimes characterized as generous. This bolsters long-term savings as part of the total rewards mix.
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The Company
What We Do
Collectly is a fast-growing healthcare tech startup leading the charge in transforming the U.S. healthcare market through AI-driven innovation. In the U.S., millions of patients interact with healthcare providers daily, navigating a system that often struggles with inefficiencies, administrative burdens, and suboptimal financial experiences. At the forefront of the AI boom, Collectly is redefining revenue cycle management (RCM) by applying cutting-edge artificial intelligence to automate workflows, streamline billing processes, and create seamless financial experiences. Our solutions are designed to tackle some of the biggest challenges in healthcare: accelerating cash flow, reducing administrative overhead, and elevating the patient experience during critical non-clinical touchpoints. By simplifying billing for providers and elevating the patient financial experience, Collectly empowers healthcare organizations to thrive in a rapidly evolving healthcare landscap We empower healthcare providers to focus on what matters most - delivering care.
Why Work With Us
We’re building something big and having a great time doing it. At Collectly, you’ll tackle meaningful work, grow fast, and collaborate with smart people who actually enjoy working together. We’re here to solve healthcare’s toughest challenges and we’re looking for the best of the best to join us.
Gallery
Collectly Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
3 days a week
