Strategic Customer Success Manager

Collectly is a fast-growing healthcare technology company transforming revenue cycle management through AI-driven automation. They are seeking a Strategic Customer Success Manager to own and grow relationships with critical healthcare customers, focusing on long-term retention and measurable business outcomes.

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

Requirements:

• 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
• 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)