Head of Customer Success Programs and Strategy, EverCommerce
EverHealth
$160-180k
+ Incentive variable + Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Job no longer available
Integrated SaaS solutions
1001+ employees
Job no longer available
$160-180k
+ Incentive variable + Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- Education: Bachelor’s degree in Business, Marking, Communications, or a related field (Master’s degree or equivalent experience a plus)
- 8+ years of experience in Customer Success, Operations, or Strategy roles with at least 3+ years in leadership positions
- Proven track record building and scaling Customer Success operations in a SaaS environment
- Deep understanding of healthcare industry challenges, regulations, and client needs
- Demonstrated expertise in implementing and optimizing CS technologies (e.g., ChurnZero, Salesforce, etc)
- Strong analytical skills with experience translating data into actionable insights and business recommendations
- Experience designing and implementing customer health scoring methodologies and success frameworks
- Excellent cross-functional collaboration abilities, particularly with Sales, Product, and Marketing teams
- Strategic mindset balanced with operational excellence and attention to detail
- Exceptional communication and executive presence
- Bachelor's degree required; MBA or advanced degree preferred
- Healthcare technology experience strongly preferred
- Experience with Support operations a plus for future role expansion
What the job involves
- As the Head of Customer Success Operations and Strategy at EverHealth, you will architect and optimize the operational framework that powers our Customer Success organization
- This role combines strategic vision with operational excellence to build scalable systems, implement data-driven processes, and establish the infrastructure that enables our CS teams to deliver exceptional outcomes for our customers
- Reporting directly to the Head of Customer Experience, this position serves a critical operational leadership role while positioning for future expansion to oversee programs and strategy initiatives across the broader Customer Experience organization
- Design and implement the operational infrastructure to scale our Customer Success function efficiently
- Develop and refine the CS strategy, playbooks, and methodologies aligned with healthcare client needs
- Build analytics frameworks and dashboards to measure customer health, team performance, and business impact
- Lead the selection, implementation, and optimization of CS technology stack and tools
- Create scalable onboarding, adoption, and retention programs that drive measurable client outcomes
- Establish standardized processes for account segmentation, QBRs, success planning, and risk management
- Partner with Revenue Operations to align on renewal forecasting and expansion opportunity identification
- Develop capacity planning models and resource allocation frameworks for the CS organization
- Implement Voice of Customer programs to systematically capture and act on client feedback
- Drive cross-functional initiatives to improve handoffs between Sales, Implementation, and CS teams
- Position yourself for expanded responsibility in Support Optimization as the organization scales
- Support the Head of Customer Experience, managing strategic initiatives, facilitating leadership meetings, and driving special projects
- Represent the Head of Customer Experience in key forums and help translate vision into actionable plans for the broader organization
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specialises in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
Salary benchmarks
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