Enterprise Customer Success Manager

Kollective Group; New York (NY); On-site; USD 130,000 - 180,000; Full time

Job summary

Kollective Group seeks an Enterprise Customer Success Manager to drive retention, expansion, and satisfaction for our healthcare tech clients in NYC. You will manage top enterprise relationships, act as a product expert, and push for account growth.

You’ll use data to monitor health, improve outcomes, and lead cross-functional efforts to implement scalable CS processes from onboarding to renewal. This is an on-site role requiring collaboration with stakeholders across the business.

Qualifications

• 3–5 years of Customer Success experience within a high-growth SaaS company.
• 2+ years of experience managing Enterprise customers, including six-figure contracts.
• Proven track record of managing and growing enterprise relationships.
• Strong project management skills with the ability to manage multiple concurrent, high-priority initiatives.
• Excellent communication and relationship-building skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Ability to work from our client's Manhattan office 5 days per week.
• Compensation Range: $130K–$180K base (based on experience).

Responsibilities

• Enterprise Account Management: Serve as the primary advocate for enterprise accounts, guiding customers from onboarding through their entire journey with our client.
• Build Trust & Credibility: Establish authentic, long-term relationships with customers and partners in healthcare.
• Become a Product Expert: Develop a deep understanding of the platform and help customers maximize value.
• Drive Expansion: Identify opportunities for account growth, expansion, and upsell.
• Leverage Data & Analytics: Monitor account health, identify trends, and uncover opportunities to improve outcomes.
• Think & Operate Systemically: Own CS operations and improve processes end-to-end.

Skills

Enterprise accounts

Account management

SaaS

Data analytics

Project management

Stakeholder management

Tools

CRM software

Job description

Position: Enterprise Customer Success Manager

Location: NYC, On Site

Our client is a fast-growing healthcare technology company seeking an experienced Customer Success Manager.

As a CSM, you'll be responsible for driving retention, expansion, and customer satisfaction while managing some of our most valuable enterprise relationships. If you're energized by building impactful processes, solving complex problems, and developing lasting customer partnerships, this role is designed for you.

Key Responsibilities:

• Enterprise Account Management: Serve as the primary advocate for enterprise accounts, guiding customers from onboarding through their entire journey with our client. This role combines strategic thinking, problem-solving, and relationship building.
• Build Trust & Credibility: Healthcare is built on trust, and you'll be responsible for establishing authentic, long-term relationships with customers and partners.
• Become a Product Expert: Develop a deep understanding of our client's platform and serve as a trusted resource, helping customers maximize the value they receive from our solutions.
• Drive Expansion: Take a sales-forward approach to our existing customer base by identifying and executing on opportunities for account growth, expansion, and upsell.
• Leverage Data & Analytics: Use an analytical mindset to monitor account health, identify trends, and proactively uncover opportunities to improve customer outcomes.
• Think & Operate Systemically: Take ownership of customer success operations and examine processes end-to-end, identifying opportunities for strategic improvements that create sustainable organizational change.

Qualifications:

• 3–5 years of Customer Success experience within a high-growth SaaS company
• 2+ years of experience managing Enterprise customers, including six-figure contracts
• Proven track record of managing and growing enterprise relationships
• Strong project management skills with the ability to manage multiple concurrent, high-priority initiatives
• Excellent communication and relationship-building skills, with the ability to engage effectively with both technical and non-technical stakeholders
• Ability to work from our client's Manhattan office 5 days per week
• Compensation Range: $130K–$180K base (based on experience)
• A fast-paced environment with an enthusiastic, highly motivated team