EverHealth - Head of Customer Success Programs and Strategy

TIMELY LTD; Denver (CO); Remote; USD 160,000 - 180,000; Full time

Job summary

An innovative company is seeking a Head of Customer Success Programs and Strategy to architect and optimize the operational framework for a thriving Customer Success organization. This role is pivotal in implementing data-driven processes and building scalable systems that enhance client outcomes. With responsibilities that include designing operational infrastructures and developing strategic initiatives, this position promises to be both challenging and rewarding. Join a forward-thinking team that values flexibility, collaboration, and continuous improvement in the healthcare technology sector, where your contributions will directly impact the success of clients and the organization.

Benefits

Flexible work options (in-office, remote, hybrid)

Annual wellness stipend

401k with up to 4% match

Flexible and generous time-off

Employee Stock Purchase Program

Qualifications

• 8+ years in Customer Success, Operations, or Strategy roles.
• Proven track record in SaaS Customer Success operations.
• Strong analytical skills with data-driven insights.

Responsibilities

• Design and implement operational infrastructure for Customer Success.
• Develop CS strategy and analytics frameworks.
• Lead selection and optimization of CS technology stack.

Skills

Customer Success Operations

SaaS Environment

Healthcare Industry Knowledge

Analytical Skills

Cross-Functional Collaboration

Communication Skills

Education

Bachelor's Degree in Business

MBA or Advanced Degree

Tools

ChurnZero

Salesforce

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 Head of Customer Success Programs and Strategy at EverHealth. EverHealth is simplifying the business of healthcare through simplified, user-centric software that streamlines the 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:

As the Head of Customer Success Operations and Strategy at EverHealth, you will architect and optimize the operational framework that powers our Customer Success organization. This role combines strategic vision with operational excellence to build scalable systems, implement data-driven processes, and establish the infrastructure that enables our CS teams to deliver exceptional outcomes for our customers. Reporting directly to the Head of Customer Experience, this position serves a critical operational leadership role and positions for future expansion to oversee programs and strategy initiatives across the broader Customer Experience organization.

Responsibilities:

1. Design and implement the operational infrastructure to scale our Customer Success function efficiently.
2. Develop and refine the CS strategy, playbooks, and methodologies aligned with healthcare client needs.
3. Build analytics frameworks and dashboards to measure customer health, team performance, and business impact.
4. Lead the selection, implementation, and optimization of CS technology stack and tools.
5. Create scalable onboarding, adoption, and retention programs that drive measurable client outcomes.
6. Establish standardized processes for account segmentation, QBRs, success planning, and risk management.
7. Partner with Revenue Operations to align on renewal forecasting and expansion opportunity identification.
8. Develop capacity planning models and resource allocation frameworks for the CS organization.
9. Implement Voice of Customer programs to systematically capture and act on client feedback.
10. Drive cross-functional initiatives to improve handoffs between Sales, Implementation, and CS teams.
11. Position yourself for expanded responsibility in Support Optimization as the organization scales.
12. Support the Head of Customer Experience, managing strategic initiatives, facilitating leadership meetings, and driving special projects.
13. Represent the Head of Customer Experience in key forums and help translate vision into actionable plans for the broader organization.

Skills and Experience needed for success in this role:

• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree or equivalent experience is a plus).
• 8+ years of experience in Customer Success, Operations, or Strategy roles with at least 3+ years in leadership positions.
• Proven track record building and scaling Customer Success operations in a SaaS environment.
• Deep understanding of healthcare industry challenges, regulations, and client needs.
• Demonstrated expertise in implementing and optimizing CS technologies (e.g., ChurnZero, Salesforce, etc.).
• Strong analytical skills with experience translating data into actionable insights and business recommendations.
• Experience designing and implementing customer health scoring methodologies and success frameworks.
• Excellent cross-functional collaboration abilities, particularly with Sales, Product, and Marketing teams.
• Strategic mindset balanced with operational excellence and attention to detail.
• Exceptional communication and executive presence.
• Bachelor's degree required; MBA or advanced degree preferred.
• Healthcare technology experience strongly preferred.
• Experience with Support operations is a plus for future role expansion.

Where: This is a remote role; proximity to Denver, CO, is a plus. Expected travel: 1/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. 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 or Canada. 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.
• 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 compensation for this position is $160,000 to $180,000 per year, with an incentive variable 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 learning more about your experience!