Strategic Customer Success Manager

EverCommerce; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

EverCommerce is seeking a Strategic Customer Success Manager to guide 10–20 enterprise healthcare accounts in the United States. You will act as the primary strategic advisor, driving adoption, retention, and expansion while aligning with executive stakeholders.

In this role, you will conduct Executive Business Reviews and Quarterly Business Reviews, monitor account health, identify risks, and collaborate with Sales, Product, and Engineering to shape roadmap priorities and ensure customer

Qualifications

• Bachelor's degree preferred.
• 7+ years in Customer Success.
• Experience with renewals, cross-sell and expansion.
• Experience building customer success plans aligned to business goals.
• Strong discovery and consultative skills.
• Comfortable navigating organizational change.

Responsibilities

• Manage a portfolio of 10–20 enterprise healthcare accounts as primary strategic advisor
• Develop and execute customer success plans aligned with organizational goals
• Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)
• Monitor account health and proactively identify risks to improve retention
• Identify expansion opportunities and collaborate with Sales on cross-sell and upsell strategies
• Serve as voice of customer, partnering with Product and Engineering on roadmap priorities

Skills

Customer Success

SaaS experience

Cross-sell strategies

Executive communication

Discovery skills

Education

Bachelor's degree

Job description

EverCommerce is seeking a Strategic Customer Success Manager to manage 10-20 enterprise healthcare accounts. The role involves driving adoption, retention, and expansion while serving as a strategic advisor to executive stakeholders. The manager will conduct business reviews, monitor account health, identify expansion opportunities, and advocate for customer needs with internal teams. This position reports to the Sr Manager of Customer Success and requires managing complex healthcare client relationships across the EverHealth product suite.

What you'll do:

• Manage a portfolio of 10–20 enterprise healthcare accounts as primary strategic advisor;
• Develop and execute customer success plans aligned with organizational goals;
• Conduct regular Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs);
• Monitor account health and proactively identify risks to improve retention;
• Identify expansion opportunities and collaborate with Sales on cross-sell and upsell strategies;
• Serve as voice of customer, partnering with Product and Engineering on roadmap priorities

What they're looking for:

• 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;
• Strong discovery and consultative skills;
• Comfortable navigating organizational change