At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 745,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en
EverHealth, a business within EverCommerce, provides modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting. EverHealth consists of five SaaS products; DrChrono, iSalus, CollaborateMD, Updox, and MDTec, combined these products offer end to end solutions for the health care industry.
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.
Responsibilities
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.
Skills and Experience needed for success in this role:
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…