Strategic Customer Success Manager

About Collectly 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.   There could not be a hotter space to play in.  Healthcare is a $4.9T industry and is adopting AI technology at 2.2x the rate of the rest of the economy.  RCM is at the heart of this transformation as it has a clear and demonstrable ROI to our customers.     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: