EverHealth - Senior Manager, Customer Success

EverCommerce is on a mission to digitally transform the service economy with tailored SaaS solutions. The Senior Manager, Customer Success will lead a team of Strategic Customer Success Managers, focusing on key metrics and driving outcomes for complex customers in the healthcare sector.

Responsibilities:

• Lead a team of Strategic CSMs focused on EverHealth’s largest and most complex customers across multiple product lines
• Coach and develop your team to strengthen consultative skills, strategic account planning, value realization, and renewal/expansion plays
• Own key performance metrics including net revenue retention, customer health, and account growth across the strategic portfolio
• Establish operational rigor through standardized playbooks, success plans, QBRs, and executive alignment frameworks tailored for strategic accounts
• Act as an escalation point and strategic advisor, guiding your team through complex situations with confidence and empathy
• Collaborate cross-functionally with Product, Sales, Marketing, and Support to ensure alignment around key customer priorities and feedback loops
• Drive strategic programs to scale high-impact customer outcomes, reduce churn risk, and increase expansion across our ecosystem of solutions
• Be the voice of the customer to internal stakeholders and executive leadership, bringing insights from our most influential customers to the table
• Champion customer-centric culture and elevate the role of Customer Success within the broader organization

Requirements:

• 5+ years of experience in SaaS Customer Success, Account Management, or Strategic Consulting, with at least 2+ years managing high-performing teams
• Deep experience in managing strategic accounts, ideally within multi-product or complex solution environments
• Demonstrated success in leading a remote team of strategic CSMs with a focus on outcomes, not just activity
• Strong business acumen and ability to align CS motion with commercial goals (e.g., ARR, retention, expansion)
• Skilled in building scalable programs and standardizing success frameworks across a portfolio
• Proficiency in Salesforce, ChurnZero (or similar CS platform), and data-driven performance management
• Strong communication skills, with the ability to influence internal and external stakeholders at all levels
• A problem-solver's mindset, with a proactive and collaborative approach to leadership
• Experience working with healthcare clients is a plus, but not required