Strategic Customer Success Manager

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 and encourage you to recharge when you need it.
• Comprehensive Health Coverage: Fully paid medical dental and vision insurance for you and your dependents because your well-being matters to us.
• Equity Opportunities: Share in our success with stock options — your hard work will drive our growth.
• Retirement Planning Made Easy: Enjoy a 401(k) with a generous company match to secure your future.
• Student Loan Support: We help lighten the load with contributions toward your student loans.
• Competitive base salary + performance bonus + equity
If you think you’re a “Buffalo” who has what it takes to have a meaningful impact within our rapidly growing organization and to the broader healthcare industry - apply to come join our team today!

What We Do

Collectly is a fast-growing healthcare tech startup leading the charge in transforming the U.S. healthcare market through AI-driven innovation. In the U.S. millions of patients interact with healthcare providers daily navigating a system that often struggles with inefficiencies administrative burdens and suboptimal financial experiences. At the forefront of the AI boom Collectly is redefining revenue cycle management (RCM) by applying cutting-edge artificial intelligence to automate workflows streamline billing processes and create seamless financial experiences. Our solutions are designed to tackle some of the biggest challenges in healthcare: accelerating cash flow reducing administrative overhead and elevating the patient experience during critical non-clinical touchpoints. By simplifying billing for providers and elevating the patient financial experience Collectly empowers healthcare organizations to thrive in a rapidly evolving healthcare landscap We empower healthcare providers to focus on what matters most - delivering care.

Why Work With Us

We’re building something big and having a great time doing it. At Collectly you’ll tackle meaningful work grow fast and collaborate with smart people who actually enjoy working together. We’re here to solve healthcare’s toughest challenges and we’re looking for the best of the best to join us.

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