Strategic Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Manage a portfolio of 10–20 enterprise healthcare accounts as the primary strategic advisor for executive stakeholders • Develop and execute customer success plans to increase platform adoption, optimize workflows, and achieve measurable business outcomes • Build and maintain relationships with executive sponsors and clinical, operational, and technical stakeholders • Conduct Executive Business Reviews and Quarterly Business Reviews to demonstrate ROI, track success metrics, and align strategic priorities • Monitor account health, product adoption, support trends, and customer feedback to identify risks and improve retention • Identify expansion opportunities and collaborate with Sales on cross-sell and upsell strategies • Advocate for customer needs, feature enhancements, and roadmap priorities with 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, demonstrate value realization, and recommend best practices • Maintain deep expertise in EverHealth products

🎯 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 — 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 • 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