# Strategic Customer Success Manager

**Company:** [Collectly](https://hotfix.jobs/companies/collectly)
**Location:** Remote
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Revenue Cycle Management, Healthcare Finance, Enterprise Account Management, Customer Success, Executive Stakeholder Management, Qbr Facilitation, Crm Platforms, Data Analysis, Cross-Functional Collaboration, Healthcare Billing Workflows
**Posted:** 2026-04-08

> Own and grow relationships with 5-10 top enterprise healthcare accounts, acting as a strategic advisor to C-suite leaders and driving retention, expansion, and measurable ROI. Requires 10+ years in RCM or healthcare operations with proven enterprise account success.

## Job Description

## Key Responsibilities
- Own and deepen relationships with a portfolio of 5–10 enterprise healthcare customers, focusing 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 solutions to financial, operational, and patient experience goals.
- Develop and execute comprehensive account strategies and success plans that drive adoption, measurable ROI, and expansion across complex organizations.
- Lead high-impact Quarterly Business Reviews (QBRs), leveraging data and insights to highlight performance, outcomes, and future opportunities.
- Identify, influence, and drive multi-threaded expansion opportunities, including upsell and cross-sell within large enterprise accounts.
- Partner cross-functionally with Sales, Product, and Implementation teams to ensure seamless delivery and alignment on customer goals.
- Act as the escalation point for critical issues, navigating complex organizations to drive resolution and maintain executive trust.
- Leverage deep knowledge of healthcare revenue cycle management to provide consultative guidance and best practices.
- Translate customer feedback into actionable insights for Product and Leadership teams to shape roadmap and company strategy.
- Drive customer advocacy initiatives including executive references, case studies, and participation in industry events.
- Maintain understanding of healthcare industry trends, regulatory changes, and RCM innovation.
- Travel up to 50% for on-site customer meetings, conferences, and events.

## Requirements
- 10+ years of experience within RCM, healthcare, and/or healthcare technology, with 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 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 (C-suite, VP-level) with polished executive presence.
- Highly consultative mindset with ability to translate complex challenges into strategic solutions and measurable outcomes.
- Strong analytical and storytelling skills, leveraging data to drive executive conversations.
- Demonstrated ability to operate cross-functionally and influence without authority in a fast-paced 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.

## Nice-to-Haves / Success Metrics
- 100% retention across portfolio with strong customer health scores.
- At least one expansion or upsell initiated or closed.
- Completed QBRs with documented outcomes and ROI storytelling.
- At least one customer advocacy milestone (executive reference, case study, or industry event participation).

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