Customer Success Manager

Senior Manager, Customer Success

At EverCommerce, 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 725,000+ 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 looking for a Senior Manager, Customer Success at EverHealth. EverHealth is simplifying the business of healthcare through simplified, user-centric software which streamlines the daily operations of healthcare practices. The right software can be critical to the health of a practice, and that's why we've created an integrated ecosystem of intuitive, easy to use products that work with how providers run and grow their business.

Role

You're a seasoned leader who thrives helping high-performing teams achieve even more. You've led strategic Customer Success teams in a fast-paced SaaS environment and understand what it takes to drive outcomes for complex, high-value customers. You know how to coach strategic thinking and consultative engagement, and you bring a sharp commercial mindset to every interaction. You're comfortable navigating ambiguity, building cross-functional alignment, and rolling up your sleeves to solve challenges alongside your team.

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.

Skills and Experience Needed for Success in This Role

• 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
• Experience working with healthcare clients is a plus, but not required
• 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

Where: [Hybrid, Denver] The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States a strong preference will be given to candidates in the Denver area with a willingness to commit to a hybrid environment. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks (JUST U.S.)

• Flexibility to work where/how you want within your country of employment in-office, remote, or hybrid
• Robust health and wellness benefits, 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
• Student Loan Repayment Program

Compensation: The target base compensation for this position is $135,000 - $150,000 per year with an incentive variable 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.

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. We look forward to reviewing your credentials and getting to know more about your experience!