EverHealth -Strategic Customer Success Manager (Remote, US)
About The Position
EverHealth, a business within EverCommerce, provides end-to-end SaaS solutions for healthcare providers. The Strategic Customer Success Manager manages a portfolio of 10–20 of EverHealth’s largest and most complex healthcare clients, serving as a strategic advisor to executive stakeholders. The role drives adoption, retention, and expansion through deep customer partnerships, strategic guidance, and measurable customer outcomes. The manager develops customer success plans, monitors account health and product adoption, leads executive and quarterly business reviews, identifies expansion opportunities, and coordinates with internal teams throughout the customer lifecycle. The position reports to the Sr Manager of Customer Success. It can be based anywhere in the United States and is eligible for fully remote, hybrid, or in-office work where available. Travel to the Denver corporate headquarters or other North American offices may be required. Candidates must be eligible to work without sponsorship.
Requirements
- Seven or more years of experience in Customer Success, ideally in SaaS or HR tech.
- Proven success with renewals, cross-sell, and expansion strategies.
- Experience building and executing customer success plans aligned to business goals.
- Skill in using and creating playbooks to drive scalable customer success motions.
- Strong discovery and consultative skills, including the ability to uncover customer needs and align solutions to long-term goals.
- Comfort navigating organizational change and helping others adapt to new ways of working.
- Experience transitioning customer success from reactive to proactive models.
- Must be eligible to work without sponsorship.
Nice To Haves
- Bachelor’s degree preferred.
- Executive presence and ability to engage with VP and C-suite stakeholders.
- Data-driven approach using customer health scores, usage data, and KPIs to inform strategy.
- Background in behavioral health or healthcare.
- Experience with customer advocacy and influencing product roadmaps through feedback.
- Strong cross-functional collaboration with Sales, Product, and Support.
- Ability to mentor or coach and share best practices.
Responsibilities
- Manage a portfolio of 10–20 enterprise healthcare accounts as the primary strategic advisor to executive stakeholders.
- Develop and execute customer success plans aligned with organizational goals to increase adoption, optimize workflows, and achieve measurable business outcomes.
- Build and maintain trusted relationships with executive sponsors and clinical, operational, and technical stakeholders.
- Conduct Executive Business Reviews and Quarterly Business Reviews to demonstrate ROI, track success metrics, and align on strategic priorities.
- Monitor account health, product adoption, support trends, and customer feedback; identify risks and develop mitigation plans to improve retention.
- Identify expansion opportunities and collaborate with Sales on cross-sell and upsell strategies aligned with customer objectives.
- Represent customer needs to Product, Engineering, and Leadership, advocating for feature enhancements and roadmap priorities.
- Guide customers through product updates, feature releases, and change management initiatives to maximize platform utilization and user adoption.
- Coordinate with Implementation, Support, Product, and Sales to provide a seamless customer experience throughout the customer lifecycle.
- Own executive escalations by coordinating cross-functional teams, communicating resolution plans, and maintaining customer confidence.
- Analyze customer data and success metrics to identify trends, demonstrate value realization, and recommend continuous improvements.
- Maintain deep expertise in EverHealth products and solutions.
Benefits
- Continued investment in professional development.
- Day 1 access to a health and wellness benefits package, including an annual wellness stipend.
- 401(k) with up to a 4% match and immediate vesting.
- Flexible and generous FTO (flexible time off).
- Employee Stock Purchase Program.
- Flexibility to work in-office, remotely, or in a hybrid arrangement within the country of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
