CollectlyInc - Collectly - Strategic Customer Success Manager

• 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. • 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).