Strategic Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 Description

• Manage a portfolio of 10–20 enterprise healthcare accounts as the primary strategic advisor for executive stakeholders • Develop and execute customer success plans aligned with organizational goals • Drive platform adoption, workflow optimization, retention, and expansion • Build and maintain relationships with executive, clinical, operational, and technical stakeholders • Conduct Executive Business Reviews and Quarterly Business Reviews to demonstrate ROI and track success metrics • Monitor account health, product adoption, support trends, and customer feedback • Identify risks, develop mitigation plans, and improve retention • Identify expansion opportunities and collaborate with Sales on cross-sell and upsell strategies • Represent the voice of the customer to Product, Engineering, and Leadership • Guide customers through product updates, feature releases, and change management initiatives • Coordinate with Implementation, Support, Product, and Sales across the customer lifecycle • Own executive escalations and coordinate cross-functional resolution plans • Analyze customer data and success metrics to identify trends and demonstrate value realization • Maintain deep expertise in EverHealth products and solutions • Report to the Sr Manager of Customer Success

🎯 Requirements

• 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 • Executive presence and ability to engage with VP/C-suite stakeholders • Data-driven mindset using 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 • Must be eligible to work without sponsorship

🏖️ 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 • Variable component included in most US locations