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At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 745,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.
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://careers.evercommerce.com/us/en
We are looking for a Strategic Customer Success Manager, that will manage our largest and most complex healthcare clients. You will be responsible for driving adoption, retention, and expansion across your portfolio while delivering value through deep partnerships and strategic guidance. This role will report to the Sr Manager of Customer Success.
Responsibilities
Manage a portfolio of 10–20 enterprise healthcare accounts, serving as the primary strategic advisor for executive stakeholders and driving long-term customer success
Develop and execute customer success plans aligned with organizational goals to increase platform adoption, optimize workflows, and achieve measurable business outcomes
Build and maintain trusted relationships with executive sponsors, clinical, operational, and technical stakeholders across complex healthcare organizations
Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to demonstrate ROI, track success metrics, and align on strategic priorities
Monitor account health, product adoption, support trends, and customer feedback to proactively identify risks and develop mitigation plans to improve retention
Identify expansion opportunities within existing accounts and collaborate with Sales to support cross-sell and upsell strategies that align with customer objectives
Serve as the voice of the customer by partnering with Product, Engineering, and Leadership to advocate for customer needs, feature enhancements, and roadmap priorities
Guide customers through product updates, new feature releases, and change management initiatives to maximize platform utilization and user adoption
Coordinate with Implementation, Support, Product, and Sales to ensure a seamless customer experience across the entire customer lifecycle
Own executive escalations by coordinating cross-functional teams, communicating resolution plans, and maintaining customer confidence during critical issues
Analyze customer data and success metrics to identify trends, demonstrate value realization, and recommend best practices for continuous improvement
Be an expert on EverHealth products maintaining a deep understanding of our solutions.
Skills and Experience needed for success in this role:
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
Ideal Additional Qualities
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.
Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks:
Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, 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
Compensation:
The target base compensation for this position is $80,000 to $100,000 USD per year and a variable component included in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
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