EverHealth - Customer Experience Program Manager

EverCommerce; United States; Remote; USD 110,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Customer Programs Manager, where you'll drive customer success and optimize processes across the organization. This dynamic role involves collaborating with various teams to enhance customer experiences and implement effective enablement programs. With a focus on continuous improvement, you'll leverage your extensive experience in customer success and program management to make a significant impact. Enjoy the flexibility of a remote work environment while contributing to a culture that values innovation, collaboration, and employee well-being. This is your chance to be part of a team that is transforming the healthcare landscape through user-centric software solutions.

Benefits

Flexible Work Environment

Annual Wellness Stipend

401k with 4% Match

Flexible Time-Off

Employee Stock Purchase Program

Qualifications

• 8+ years in Customer Success or Operations with leadership experience.
• Proven track record in process design and optimization.
• Experience with CRM platforms like Salesforce.

Responsibilities

• Design and implement enablement programs for Customer Success Managers.
• Collaborate with Sales and Support teams for seamless customer handoffs.
• Drive continuous improvement initiatives based on customer feedback.

Skills

Customer Success

Program Management

Process Design

CRM Platforms

Project Management

Analytical Skills

Stakeholder Management

Communication Skills

Education

Bachelor’s Degree in Business

Master’s Degree or Equivalent Experience

Tools

Salesforce

Gainsight

Job description

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 Customer Programs Manager at EverHealth. EverHealth is simplifying the business of healthcare through user-centric software that streamlines daily operations of healthcare practices. The right software can be critical to the health of a practice, and that’s why we’ve created an integrated ecosystem of intuitive, easy-to-use products that align with how providers run and grow their business.

Role:

We're seeking a dynamic Customer Program Manager to join our Customer Experience team, reporting to the Head of Customer Success Programs and Strategy. This role will serve as the backbone of our Customer Experience department, focusing on enablement, process optimization, and systems integration throughout the customer journey.

Responsibilities:

1. Design and implement comprehensive enablement programs for Customer Success Managers and Customer Support team members to enhance their effectiveness and expertise.
2. Map, optimize, and document key customer success processes from pre-sales to post-sales.
3. Collaborate with Sales, Implementation, and Support teams to ensure seamless customer handoffs and consistent experiences.
4. Identify system gaps, redundancies, and integration needs across the full customer lifecycle.
5. Develop and maintain dashboards and reporting mechanisms to track customer success metrics and program effectiveness.
6. Create and standardize customer success playbooks, templates, and other enablement resources.
7. Partner with Product, Sales, and Customer Support to align cross-functional processes and systems.
8. Lead training sessions and knowledge sharing opportunities for the CS team.
9. Drive continuous improvement initiatives based on customer feedback and operational insights.

Skills and Experience needed for success in this role:

1. Education: Bachelor’s degree in business, Marketing, Communications, or a related field (Master’s degree or equivalent experience a plus).
2. 8+ years of experience in Customer Success, Operations, or Strategy roles with at least 3+ years in leadership positions.
3. 4+ years of experience in Customer Success, Program Management, or related field.
4. Proven track record in process design, documentation, and optimization.
5. Experience with Customer Success or CRM platforms (Salesforce, Gainsight, etc.).
6. Strong systems thinking approach with ability to connect disparate processes and tools.
7. Excellent project management skills with attention to detail.
8. Outstanding written and verbal communication abilities.
9. Analytical mindset with data-driven decision-making capabilities.
10. Strong stakeholder management and cross-functional collaboration skills.

Where:

This is a remote role; proximity to Denver, CO, is a plus. Expected travel is once per quarter if not located in the Denver area.

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We are accustomed to working remotely across different time zones. This role can be based anywhere in the United States. If you’re near one of our offices, we can set you up in-office or you can work 100% remotely. Please note you must be eligible to work without sponsorship, and travel to Denver or other North American locations may be required.

Benefits and Perks:

• 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.

Compensation:

The target base salary is $110,000-$120,000 per year in most US locations. Final amounts depend on location, market, and experience, and may vary.

EverCommerce is an equal opportunity employer that values diversity and does not discriminate based on race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. We look forward to reviewing your credentials and learning about your experience!