Customer Success Manager

Job description

## About Collate Collate is an AI document generation platform for life sciences. We automate paperwork with AI, helping our customers get life-saving innovations to patients years faster. Collate is an end-to-end solution, powering every step of drug, diagnostic, and medical device development—from concept to market. Our CEO Surbhi Sarna is a former General Partner at Y Combinator. Surbhi founded nVision Medical, which developed a new method to detect ovarian cancer and was acquired by Boston Scientific. Our CTO Nate Smith is a former Visiting Partner at Y Combinator and founder of Lever. Our AI researchers, engineers, and designers have worked at Google, Nvidia, Meta, Netflix, Amazon, AirBnB, Hippocratic AI, and Grail, and 40% of our team are former founders. We're an elite team, with $125M in funding from top investors (Redpoint, First Round Capital, CRV, Conviction, Y Combinator) and leaders in healthcare and AI. This is a rare chance to join an early-stage company with world-changing potential, experienced founders, and resources to execute at scale. ## About the Role We're hiring a Customer Success Manager to own the full lifecycle for our enterprise book from the moment a deal closes through renewal and expansion. You'll carry a number: net and gross retention, adoption depth, and expansion revenue across your accounts, and you'll be evaluated on hitting it. You'll own onboarding, drive product adoption inside complex regulatory workflows, spot risk before it becomes churn, and build the case for expansion when accounts are healthy. **Collate is a fully in-person company based in San Francisco, 5x week.** ### What You’ll Do - **Retention & Expansion Number** — Carry a GRR/NRR target across your book. Build and execute account plans that protect the base and grow it; forecast renewal risk and expansion opportunity monthly with defensible math, not gut feel. - **Full-Lifecycle Ownership** — Run onboarding from kickoff to go-live, then stay accountable for the account through renewal. One owner, one number, no handoff gaps. - **Adoption & Health Scoring** — Define and track the usage metrics that predict renewal (seat activation, workflow depth, time-to-value) and build a health score you can defend in a forecast call. - **Risk Management** — Identify at-risk accounts early using leading indicators, not renewal-date panic. Build and execute save plays, and know your win rate on them. - **Customer & Stakeholder Management** — Serve as the primary point of contact for enterprise clients navigating complex scientific and regulatory workflows; translate technical and product context for scientific and executive stakeholders alike. - **Cross-Functional Feedback Loop** — Work with Product, Engineering, and Sales to route customer signal into the roadmap and into expansion motions; quantify the impact of your feedback loop on retention. - **Reporting & Forecasting** — Own your segment of the CS dashboard: churn, expansion, adoption, and NPS/CSAT, reported with the same rigor a sales leader brings to pipeline. ### What We’re Looking For - **5+ years in a metrics-owning Customer Success**, ideally at an enterprise software company, with a demonstrated track record against retention or expansion quota. You should be comfortable stating your GRR/NRR numbers from your last role, not just describing your "approach." - **Full-lifecycle experience** — you've run onboarding and stayed on the account long enough to own the renewal outcome of what you built. - **Fluency with a health-score or leading-indicator model** — you've defined the metrics that predict churn or expansion before they show up in a renewal conversation, and used them to drive action. - **Quantitative rigor** — comfortable building your own tracking, forecasting renewal risk, and defending your numbers in a business review. Excel/Sheets fluency required. - **Communication & Judgment** — excellent written and verbal skills, with the ability to translate complex regulatory and scientific workflows for both scientists and executives. - **Detail-oriented and structured** — able to build repeatable playbooks (onboarding, QBRs, save plays) rather than reinventing the account plan every time. **Bonus Points** - Work experience in pharma, biotech, or med device - Prior experience at a startup — able to wear multiple hats, thrive in ambiguity, and build structure in fast-paced, high-growth environments.