Customer Success Manager
1 month ago
Collectly is a fast-growing and profitable healthcare tech company that leverages proprietary interfaces with electronic health record systems to improve the patient financial experience. With over 300,000 patients engaged daily across thousands of medical practices in the US, Collectly is revolutionizing the way healthcare providers interact with patients.
Job OverviewWe are seeking a highly motivated and experienced Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for fostering strong relationships with our existing customer base, driving growth and retention, and ensuring that our customers achieve maximum value from our platform.
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.
- 2+ years of 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.
- 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.
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