Mid-Market Customer Success Manager

About Collectly:

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 landscape.

We empower healthcare providers to focus on what matters most - delivering care.

Job Overview:

We are seeking a qualified Mid-Market 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.

Please note: This role is hybrid - candidates located in the San Francisco Bay Area only will be considered.

• Cultivate strong relationships with 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

• 3-5 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
• Located in the San Francisco Bay Area (Hybrid Schedule, T-Th in office)

• 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: $120,000 - $150,000 per year