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!