Senior Customer Success Manager (Large Enterprise)

Collectly is hiring a Senior Customer Success Manager to foster relationships and growth within its enterprise customer base. The role focuses on adoption, retention, account expansion, customer advocacy, and partnering across product, sales, and support teams.

Responsibilities:

• This role will be measured by GRR, NRR, and CSAT
• 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, driving strategic discussions and identifying opportunities for mutual growth
• Advocacy: 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 and partnering with product and support
• Monitor customer usage and performance metrics, identifying trends and opportunities to optimize their experience and drive increased value
• Identify expansion opportunities within existing accounts, driving upsell and cross-sell
• 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:

• 8+ 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
• 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