EverHealth - Head of Customer Success Programs and Strategy

EverCommerce; United States; Remote; USD 160,000 - 180,000; Full time

Job summary

An innovative firm is seeking a Head of Customer Success Programs and Strategy to lead operations and strategy initiatives within the healthcare sector. This role will focus on architecting scalable systems, optimizing customer success processes, and driving cross-functional collaboration. The ideal candidate will possess extensive experience in SaaS and a deep understanding of healthcare challenges. With a commitment to enhancing client outcomes, this position offers the opportunity to shape the future of customer success in a dynamic and rapidly growing organization. If you are passionate about operational excellence and strategic leadership, this role is for you.

Benefits

Flexible work arrangements

Annual wellness stipend

401k with match

Generous time-off policy

Employee Stock Purchase Program

Qualifications

• 8+ years in Customer Success, Operations, or Strategy roles.
• Proven track record in SaaS environments.
• Strong analytical skills with actionable insights.

Responsibilities

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

Skills

Customer Success Operations

Leadership

Data Analysis

SaaS Experience

Healthcare Industry Knowledge

Cross-functional Collaboration

Strategic Planning

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 which 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 work 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 while positioning 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:

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. Proven track record building and scaling Customer Success operations in a SaaS environment
4. Deep understanding of healthcare industry challenges, regulations, and client needs
5. Demonstrated expertise in implementing and optimizing CS technologies (e.g., ChurnZero, Salesforce, etc)
6. Strong analytical skills with experience translating data into actionable insights and business recommendations
7. Experience designing and implementing customer health scoring methodologies and success frameworks
8. Excellent cross-functional collaboration abilities, particularly with Sales, Product, and Marketing teams
9. Strategic mindset balanced with operational excellence and attention to detail
10. Exceptional communication and executive presence
11. Bachelor's degree required; MBA or advanced degree preferred
12. Healthcare technology experience strongly preferred
13. Experience with Support operations a plus for future role expansion

Where: This is a remote role, however, 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 getting to know more about your experience!