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 acrossStandardize & 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 journeysRun regular individual and team coaching sessionsLead and/or help design the enablement of low-to-no touch customer experiencesOwn & 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 teamsRemove obstacles and establish cross-functional synergy with Product, Sales & Marketing to ensure the CSM team stays in the best position to be successfulProvide regular feedback and be the voice of the customer to executive leadership on trends, issues and opportunities related to customer successMinimize and troubleshoot customer churn issuesLead 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 plusMinimum 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 role3+ years in a team leadership roleProven track record of success, effectively forecasting performance and developing talent, including front-line managersExperience selling into healthcare vertical (e.g. independent provider practices) preferred but not requiredExperience managing multi-product sales and/or CSM environments and new product roll-outsSalesforce.com experience and related tech stack admin/management experienceExpert-level SaaS contract and subscription management knowledgeStrong analytical and reporting capabilitiesExperience blending eCommerce or self-led customer upsell purchasing processes with people-led sales processesDemonstrated 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 distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States– if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. 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:

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 vestingFlexible and generous (FTO) time-off Employee Stock Purchase Program 

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Compensation: 

The target base compensation for this position is $90,000 - $110,000 USD per year 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!