About the role

Collectly is in the healthcare RCM space using AI to automate billing and improve patient financial experience. The role is for a highly strategic, enterprise-focused Strategic Customer Success Manager to own and grow relationships with critical healthcare customers. The candidate will manage a portfolio of 5-10 top-tier enterprise accounts including health systems, large physician groups, and RCM organizations. The role requires building trust with executive stakeholders and driving measurable business outcomes.

Key Responsibilities

• Own and deepen relationships with 5–10 enterprise healthcare customers focusing on retention, expansion, and value creation.
• Serve as strategic advisor to C-suite and VP-level stakeholders (CFOs, VPs of Revenue Cycle, Operations leads).
• Develop and execute account strategies and success plans driving adoption, ROI, and expansion.
• Lead Quarterly Business Reviews (QBRs) using data to tell performance stories.
• Identify and drive expansion opportunities including upsell and cross-sell.
• Partner cross-functionally with Sales, Product, Implementation teams for seamless delivery.
• Act as escalation point for critical issues maintaining executive trust.
• Provide consultative guidance leveraging deep knowledge of healthcare revenue cycle management.
• Translate customer feedback into actionable insights for Product and Leadership teams.
• Drive customer advocacy initiatives such as executive references, case studies, industry event participation.
• Maintain understanding of healthcare trends, regulatory changes, RCM innovation positioning Collectly as strategic partner.
• Travel up to 50% for customer meetings and industry events.

What Success Looks Like

Within first 90 days:

• Complete full account audit understanding organizational structure, workflows, pain points.
• Establish executive relationships at each account.
• Develop tailored success plans identifying wins and risks.
• Partner internally to understand product roadmap and capabilities.

Over two quarters:

• Achieve 100% retention with no avoidable churn.
• Initiate or close at least one expansion or upsell in portfolio.
• Complete QBRs with documented outcomes and ROI storytelling.
• Achieve at least one customer advocacy milestone (reference call, case study, event).
• Build reputation as cross-functional partner bringing customer perspective.

Required Qualifications

• 10+ years experience in RCM, healthcare or healthcare technology with expertise in revenue cycle operations or finance.
• Experience working in or alongside health systems, RCM companies, EHR organizations or healthcare tech providers in customer-facing roles.
• Proven track record managing large complex enterprise accounts (7+ figure ARR) with retention/expansion success.
• Deep understanding of healthcare revenue cycle management including billing workflows, coding, payer dynamics, regulatory environment.
• Experience engaging executive stakeholders (C-suite/VP level) with polished presence.
• Consultative mindset translating business challenges into strategic solutions/outcomes.
• Strong analytical/storytelling skills leveraging data for executive decisions.
• Ability to operate cross-functionally influencing without authority in fast-paced environment.
• Exceptional communication and relationship-building skills.
• Experience with CRM and customer success platforms.
• Willingness/ability to travel up to 50%.

Alignment with Collectly’s GTM Values

• Ownership mentality
• Team-first humility
• Data-driven decision making
• AI-powered automation focus
• Resilience facing challenges ("Buffalo" mindset)

Core Competencies

• Executive Presence in C-suite conversations
• Strategic Communication tailored by audience
• Quick Thinking & Adaptability in high-stakes discussions
• Consultative Problem-Solving connecting challenges to solutions
• Relationship Intelligence building trust across organization levels

Preferred Qualifications

• Direct experience with patient-side & insurance/payer-side billing workflows including claim submission, denials management etc.
• Prior work at or closely with EHR companies, RCM vendors or health system billing departments
• Familiarity with healthcare technology platforms used in revenue cycle operations such as Epic, Cerner, Athena, Waystar, Change Healthcare

Benefits Highlighted

• Unlimited PTO for work-life balance
• Fully paid medical/dental/vision insurance for employee & dependents
• Equity opportunities via stock options
• 401(k) retirement plan with company match
• Student loan support contributions