Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification #LI-AG1

• Own and deepen relationships with a portfolio of 5–10 enterprise healthcare customers, with a relentless focus on long-term retention, expansion, and value creation. • Serve as a strategic advisor to C-suite and VP-level stakeholders (CFOs, VPs of Revenue Cycle, Operations leads), aligning Collectly’s solutions to their financial, operational, and patient experience goals. • Develop and execute comprehensive account strategies and success plans that drive adoption, measurable ROI, and expansion across complex, matrixed organizations. • Lead high-impact Quarterly Business Reviews (QBRs), leveraging data and insights to tell a compelling story around performance, outcomes, and future opportunities. • Identify, influence, and drive multi-threaded expansion opportunities, including upsell and cross-sell motions within large enterprise accounts. • Partner cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery, alignment on customer goals, and successful expansion initiatives. • Act as the escalation point for critical issues, navigating complex organizations to drive resolution and maintain trust at the executive level. • Leverage deep knowledge of healthcare revenue cycle management to provide consultative guidance and best practices to customers. • Translate customer feedback into actionable insights for Product and Leadership teams, helping shape roadmap and company strategy. • Drive customer advocacy initiatives including executive references, case studies, and participation in industry events and conferences. • Maintain a strong understanding of healthcare industry trends, regulatory changes, and RCM innovation to position Collectly as a long-term strategic partner. • Travel up to 50% of the time to meet with customers on-site, attend industry conferences, and represent Collectly at key events.

• Oversee Gainsight and related Customer Success systems architecture to support scalable team workflows. • Guide cross-functional initiatives that improve Customer Success operations and strengthen alignment with broader go-to-market teams. • Deliver data views and reporting that map to current business needs while helping the organization prepare for future needs. • Influence the maturity of Strategy and Operations delivery through the development and testing of best practices. • Partner with stakeholders to refine operational issues, improve processes, and support effective deployments. • Help improve reporting formats, operational workflows, and system usage to increase efficiency and visibility. • Work cross-functionally with senior stakeholders to define data needs clearly and translate them into actionable operational solutions. • Contribute to documentation and operational clarity so processes are easy for teams to understand and use in an asynchronous environment.

• Own the post-implementation relationship for 10-20 strategic accounts • Build and maintain relationships across the buying committee including CIOs and CDOs • Quantify and communicate the business impact of Transcend • Exceed retention and expansion targets • Represent customers’ voice internally partnering with Product & Engineering • Spot gaps in the strategic customer journey and build playbooks to address them