Strategic Customer Success Manager

Strategic Customer Success Manager

Collectly is a fast-growing healthcare technology company transforming revenue cycle management (RCM) through AI-driven automation. Millions of patients navigate inefficient billing systems every day, while providers face delayed payments, rising administrative burden, and operational complexity.

Collectly applies artificial intelligence to automate workflows, accelerate cash flow, and modernize the patient financial experience; enabling healthcare organizations to operate more efficiently and focus on delivering care.

The Opportunity

We are seeking a highly strategic, enterprise-focused Strategic Customer Success Manager to own and grow relationships with our most critical healthcare customers. This is a high-impact, high-visibility role designed for a seasoned healthcare operator who thrives in complex environments, builds trust with executive stakeholders, and drives measurable business outcomes.

You will own a focused portfolio of 5-10 top-tier enterprise accounts - including health systems, large physician groups, and RCM organizations - acting as a trusted advisor to C-suite and VP-level leaders. With approximately 50% travel, you will be on-site with customers, at industry conferences, and whenever relationships are built and deals are closed.

The ideal candidate brings deep, firsthand experience in healthcare revenue cycle management - whether from working within an RCM department, a health system finance or operations team, an EHR organization, or a healthcare technology company. You understand the real challenges healthcare organizations face: complex payer dynamics, patient financial experience, billing inefficiencies, and the operational burden that comes with it all. You don't just talk about these challenges - you've lived them.

Key Responsibilities

• 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.

What Success Looks Like

• Within the first 90 days, this person will:
• Complete a full account audit across their portfolio, developing a deep understanding of each customer's organizational structure, RCM workflows, pain points, and relationship history.
• Establish executive-level relationships at each account, scheduling and leading introductory meetings with CFOs, VPs of Revenue Cycle, and other key stakeholders.
• Develop tailored success plans for each account, identifying near-term wins, expansion opportunities, and any at-risk signals.
• Partner closely with internal Sales, Product, and Implementation teams to get fully up to speed on Collectly's roadmap, product capabilities, and customer data.
• Over two quarters, success includes:
• 100% retention across the portfolio, with no avoidable churn and strong customer health scores across all accounts.
• At least one expansion or upsell initiated or closed within the portfolio, demonstrating ability to identify and grow revenue within existing accounts.
• QBRs completed with all accounts, with documented outcomes, ROI storytelling, and follow-up action plans in place.
• At least one customer advocacy milestone achieved — whether an executive reference call, a case study, or participation in an industry event.
• Established reputation internally as a cross-functional partner who brings the customer perspective into Product and Leadership conversations.

Required Qualifications

• 10+ years of experience within RCM, healthcare, and/or healthcare technology, with demonstrated expertise in revenue cycle operations, patient financial experience, and/or healthcare finance.
• Firsthand experience working in or alongside health systems, RCM companies, EHR organizations, or healthcare technology providers in a customer-facing, financial, or operational capacity.
• Proven track record of managing and growing large, complex enterprise accounts (7-figure+ ARR), with demonstrated success in retention and expansion.
• Deep understanding of healthcare revenue cycle management, including patient financial experience, billing workflows, coding, payer dynamics, and regulatory environment.
• Experience engaging and influencing executive stakeholders within healthcare organizations (C-suite, VP-level) with a polished executive presence.
• Highly consultative mindset with the ability to translate complex business challenges into strategic solutions and measurable outcomes.
• Strong analytical and storytelling skills, with the ability to leverage data to drive executive conversations and decisions.
• Demonstrated ability to operate cross-functionally and influence without authority in a fast-paced, high-growth environment.
• Exceptional communication and relationship-building skills.
• Experience with CRM and customer success platforms.
• Willingness and ability to travel up to 50% of the time for customer engagements, conferences, and industry events.
• Alignment with Collectly's GTM Values:
• We are owners — we have high ownership and take action.
• We is greater than me — 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.

Core Competencies

• Executive Presence: Naturally commands the room in C-suite conversations, demonstrating confidence, credibility, and composure with senior healthcare leaders.
• Strategic Communication: Communicates complex ideas clearly and concisely, adapting style to the audience — whether a CFO, a revenue cycle director, or an internal product team.
• Quick Thinking & Adaptability: Thinks on their feet in high-stakes conversations, pivoting seamlessly when discussions shift and handling difficult questions with poise.
• Consultative Problem-Solving: Listens deeply, asks the right questions, and connects customer challenges to solutions without defaulting to a scripted pitch.
• Relationship Intelligence: Builds trust quickly at multiple levels of an organization and sustains those relationships over time through consistent follow-through and genuine partnership.

Preferred Qualifications

• Direct experience with both patient-side and insurance/payer-side billing workflows, with a strong understanding of how revenue cycle challenges manifest across both — from patient statements and payment plans to claim submission, denials management, and payer reimbursement.
• Prior experience working at or closely with an EHR company, RCM vendor, or health system billing department.
• Familiarity with healthcare technology platforms commonly used in revenue cycle operations (e.g., Epic, Cerner, Athena, Waystar, Change Healthcare).

Why You'll Love It Here

• Unlimited PTO: We believe in work-life balance