EverHealth - Manager of Customer Success - (Remote, US)

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

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://www.evercommerce.com/about-us/careers/

We are looking for a Manager to lead our Customer Success team at EverHealth solution. EverHealth consists of SaaS products; DrChrono, EMHware, Good Therapy, AllMeds, iSalus, CollaborateMD, Updox, Therapy Partner and MDTech. EverHealth 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.

You:

The ideal candidate will have strong experience hiring, coaching, and leading remote (WFH) teams at modern SaaS companies, specifically across customer success teams. This person will have a track record of improving team performance with a hands-on approach to all aspects of the customer management motion, while closely and effectively collaborating across the organization to drive adoption, retention and opportunities for growth. Much of this person’s time during the early months will be working alongside CSMs to better understand the nuances of our products, use cases and competitors, positioning and pricing, and behaviors of our customers, as well as the individual reps and front-line managers. This role will report to the Head of Customer Success at EverHealth.

Responsibilities:

• Lead a team of CSMs to deliver consistent & predictable upsell & retention targets across
• Standardize & own all expansion & retention-related metrics & targets (team and individual performance)
• Oversee the enhancement and adoption of standardized, core departmental processes & procedures, including establishing and optimizing segment-specific journeys
• Run regular individual and team coaching sessions
• Lead and/or help design the enablement of low-to-no touch customer experiences
• Own & drive engagement and alignment with other Customer facing Teams (Onboarding, Account Management, Support, etc...)
• Provide strategic and tactical leadership and development for direct reports and teams
• Remove obstacles and establish cross-functional synergy with Product, Sales & Marketing to ensure the CSM team stays in the best position to be successful
• Provide regular feedback and be the voice of the customer to executive leadership on trends, issues and opportunities related to customer success
• Minimize and troubleshoot customer churn issues
• Lead the values and vision experience for your department on a daily basis

Experience and skills we're seeking:

• Bachelor’s degree in business, computer science, healthcare management or related field is required. Advanced degrees are a plus
• Minimum 5+ years of sales and customer success experience in a $10M+ ARR business, with no less than 3 years in a sales and/or CSM role
• 3+ years in a team leadership role
• Proven track record of success, effectively forecasting performance and developing talent, including front-line managers
• Experience selling into healthcare vertical (e.g. independent provider practices) preferred but not required
• Experience managing multi-product sales and/or CSM environments and new product roll-outs
• Salesforce.com experience and related tech stack admin/management experience
• Expert-level SaaS contract and subscription management knowledge
• Strong analytical and reporting capabilities
• Experience blending eCommerce or self-led customer upsell purchasing processes with people-led sales processes
• Demonstrated willingness and ability to find and lead improvements and take ownership of losses as much as wins

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distri