Customer Success Manager

About Collectly:

Collectly is a fast growing and profitable healthcare tech startup that leverages proprietary interfaces with electronic health record systems to improve the patient financial experience. Over 300,000 patients are engaged daily across thousands of medical practices in the US to accelerate and increase patient cash flow, streamline pre and post-service billing operations, and provide the best patient experience that works for all demographics.

Job Overview:

We are seeking a qualified 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 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 Customer Success Manager in a SaaS startup environment.

This role has a hybrid on-site requirement in our San Francisco office with a schedule of 4 days in office and 1 day WFH (after training and onboarding). Therefore, only candidates located in San Francisco will be considered.

Responsibilities:

• Cultivate strong relationships with enterprise and mid-market 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

Requirements:

• 2 + years experience in a Customer Success role at a SaaS company
• 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
• Bachelor's degree from an accredited university
• Willingness to travel for customer meetings and industry events
• This role does have an on-site requirement in our San Francisco office. Therefore, only candidates located in San Francisco will be considered.

What We Offer:

• Unlimited PTO
• 100% employer covered medical benefits for you and a dependent (including vision and dental).
• Stock Options
• 401K with Company Match
• Student Loan Contributions
• Hybrid Schedule: 4 days in office, 1 day work from home (after training and onboarding)
• Compensation: $110,000 - $130,000 DOE