[Hiring] Strategic Customer Success Manager @EverCommerce

Role Description

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.

• 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, optimize 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 maximize platform utilization 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.
• Analyze customer data and success metrics to identify trends, demonstrate value realization, and recommend best practices for continuous improvement.
• Be an expert on EverHealth products maintaining a deep understanding of our solutions.

Qualifications

• 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 organizational change and helping others adapt to new ways of working.
• Experience transitioning from reactive to proactive CS models.

Ideal Additional Qualities

• 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 behavioral 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.

Benefits

• 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.

Equal Opportunity Employer

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.

AI Tools Usage

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.