EverHealth -Strategic Customer Success Manager (Remote, US)

EverCommerce; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexibility: in-office/remote/hybrid

Professional development

Wellness stipend

401k with match

Generous time-off

Employee Stock Purchase Program

Job summary

EverCommerce is seeking a Strategic Customer Success Manager for EverHealth to manage its largest healthcare clients. You will guide adoption, retention, and expansion across your portfolio and partner with Sales to drive cross-sell.

You will report to the Sr Manager of Customer Success and collaborate with Product, Engineering, and Leadership to advocate for customer needs. You will conduct executive reviews, maintain trusted relationships with VP/C-suite stakeholders, and lead change

Qualifications

• Bachelor’s degree or higher; 7+ years 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 creating playbooks to drive scalable success motions.
• Strong discovery and consultative skills to uncover customer needs.

Responsibilities

• Manage a portfolio of 10-20 enterprise healthcare accounts and act as the strategic advisor to executive stakeholders.
• Develop and execute customer success plans to increase platform adoption and measurable outcomes.
• Build trusted relationships with executive sponsors and key stakeholders across complex organizations.
• Conduct regular EBRs and QBRs to demonstrate ROI and align on priorities.
• Monitor health metrics and feedback to identify risks and mitigate churn.
• Identify expansion opportunities and collaborate with Sales for cross-sell/upsell.

Skills

Strategic account mgmt

Executive engagement

Cross-functional

Data-driven decisions

Discovery & consulting

Healthcare domain

Mentoring

Education

Bachelor’s degree

Tools

CRM systems

Job description

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 EverHealth, a business within EverCommerce, provides modern end-to-end solutions for healthcare providers.

Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting. EverHealth consists of five SaaS products; DrChrono, iSalus, CollaborateMD, Updox, and MDTec, combined these products offer end to end solutions for the health care industry.

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, optimise 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 maximise platform utilisation 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
• Analyse customer data and success metrics to identify trends, demonstrate value realisation, 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 organisational change and helping others adapt to new ways of working.
• Experience transitioning from reactive to proactive CS models Ideal
• 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 behavioural 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 On Target Earnings (base + commission) 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.

EverCommerce uses approved artificial intelligence ("AI") tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.

EverCommerce is bringing together best-of-breed commerce solutions in the service sector, forming one service commerce platform that improves go-to-market strategy for technology companies and simplifies the software-buying process for business owners. Our team has extensive expertise in business operations, management, legal, finance, accounting, technology human resources, marketing and sales that, via the EverCommerce platform, we provide as a service to drive continued growth and success for service commerce companies. Our ecosystem enables companies to thrive in an environment of shared knowledge and resources with significant cost saving.