Head of Customer Success

EverCommerce; United States; Remote; USD 170,000 - 190,000; Full time

Job summary

EverCommerce seeks a strategic Head of Customer Success for its EverHealth division. This role will lead customer satisfaction initiatives, oversee a scalable Customer Success team, and drive retention and growth across healthcare segments.

Benefits

Flexibility to work remotely or in-office

Annual wellness stipend

401k with up to 4% match

Flexible time-off policy

Employee Stock Purchase Program

Qualifications

• 10+ years in Customer Success, SaaS, or client-facing leadership roles.
• Proven success managing complex customer portfolios in B2B.
• Expertise in driving adoption, retention, and expansion.

Responsibilities

• Lead and build a high-performing Customer Success team.
• Promote customer-centricity and drive retention strategies.
• Monitor customer health and manage growth opportunities.

Skills

Customer Success

Account Management

Team Leadership

Executive Presence

Customer Advocacy

Strategic Influence

Education

MBA or relevant advanced degree

Tools

ChurnZero

Salesforce

Job description

About the Role

We’re seeking a strategic and customer-centric Head of Customer Success to lead our EverHealth division. In this role, you will drive customer satisfaction, retention, and growth across our healthcare customer base—including Strategic, Growth, and Scaled/Digital segments. This role will be responsible for building and managing a high-performing team, creating scalable success programs, and influencing cross-functional collaboration to deliver seamless, value-driven customer experiences. Reporting directly to the VP of Customer Experience, this role will be integral in shaping the future of the customer success and customer experience team.

Key Responsibilities

• Team Leadership: Build and lead a high-performing, scalable Customer Success team aligned by customer segment, including individual contributors and front-line managers.
• Customer Advocacy: Promote customer-centricity across the organization and represent the customer voice to cross-functional departments and at the executive level.
• Retention & Growth: Develop, execute, and coach to strategies that maximize product adoption, drive retention, and uncover expansion opportunities.
• Customer Health Monitoring: Design frameworks and processes to assess customer health and proactively manage risks, renewals, and growth opportunities.
• Operational Excellence: Create scalable and repeatable success motions, onboarding experiences, and lifecycle journey maps.
• Cross-Functional Collaboration: Partner with Sales, Product, Implementation, and Support teams to ensure an integrated customer experience.
• Escalation Management: Serve as an executive-level point of escalation for key accounts and high-impact issues.
• Performance Measurement: Define and track key customer success metrics (e.g., NRR, GRR, NPS, CSAT, etc.), reporting outcomes to leadership.
• Strategic Influence: Provide customer insights to guide product innovation, GTM strategy, and marketing initiatives.

Skills & Experience

Required Qualifications

• 10+ years in Customer Success, Account Management, or related client-facing roles in SaaS in a leadership capacity
• Proven track record of managing high-performing teams and complex customer portfolios, particularly in healthcare or B2B SaaS
• Demonstrated success in driving adoption, retention, and expansion, at scale
• Strong executive presence with ability to communicate effectively across all levels, internally and externally
• Expertise in Customer Success technologies (e.g., ChurnZero, Salesforce, etc) and analytics tools

Preferred Qualifications

• Experience navigating HIPAA-compliant environments or regulated industries
• Background in healthcare technology, digital health, or clinical systems
• Strategic mindset with the ability to influence product and business decisions through data and customer insight
• MBA or relevant advanced degree a plus

Benefits & 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:

EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $170,000 - $190,000 USD Per Year. Please note that the salary range information provided is a general guideline and combines all distinct labor markets in the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location,education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

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!