Strategic Customer Success Manager (Remote, US)
About The Position
EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ We are looking for a Strategic Customer Success Manager, that will manage a large book of business (100-200 accounts) comprising both strategic and growth-oriented healthcare organizations. You will be responsible for driving adoption, retention, and expansion across your portfolio while delivering exceptional customer experiences. This role will report to the Sr Manager of Customer Success.
Requirements
- Bachelor’s Degree preferred
- 7+ years 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.
- Skilled in using and creating playbooks to drive scalable success motions.
- Strong discovery and consultative skills — able to uncover customer needs and align solutions to long-term vision.
- Comfortable navigating organizational change and helping others adapt to new ways of working.
- Experience transitioning from reactive to proactive CS models.
Nice To Haves
- Executive presence and ability to engage with VP/C-suite stakeholders.
- Data-driven mindset — uses customer health scores, usage data, and KPIs to inform strategy.
- Background in behavioral health or healthcare is a strong plus.
- Experience with customer advocacy and influencing product roadmap through feedback.
- Strong cross-functional collaboration with Sales, Product, and Support.
- Natural mentor or coach — able to elevate team thinking and share best practices.
Responsibilities
- Manage a diverse portfolio of 100-200 healthcare accounts, balancing attention between strategic and growth clients
- Develop and execute success plans tailored to each customer segment to drive platform adoption and identify and share best product workflows that help them close process gaps and improve success metrics
- Identify expansion opportunities within existing accounts and collaborate with Sales on upsell strategies
- Conduct regular business reviews with key stakeholders to demonstrate ROI and value realization
- Monitor account health metrics to proactively address potential churn risks
- Serve as the voice of the customer to internal teams, advocating for client needs and feature requests
- Guide customers through product updates and new feature releases to maximize platform utilization
- Collaborate with Implementation and Support teams to ensure seamless customer experiences
- Track and analyze usage patterns to identify opportunities for deeper platform integration
- Develop scalable approaches for managing a high volume of accounts while maintaining quality engagement
- Be a great facilitator and problem solver building relationships internally and externally, focused around enabling customer growth, satisfaction, and product loyalty.
- Develop strong relationships with key stakeholders of our customers ensuring the best possible customer experience.
- Be an expert on EverHealth products maintaining a deep understanding of our solutions.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
