Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of 10–20 enterprise healthcare accounts serving as the primary strategic advisor for executive stakeholders.

• Formulate and implement customer success strategies to enhance platform adoption, streamline workflows, and achieve quantifiable business outcomes.

• Establish and nurture relationships with executive sponsors alongside clinical, operational, and technical stakeholders.

• Conduct Executive Business Reviews and Quarterly Business Reviews to showcase ROI, monitor success metrics, and align strategic objectives.

• Track account health, product adoption, support trends, and customer feedback to pinpoint risks and create mitigation strategies.

• Identify opportunities for expansion and collaborate with Sales on cross-sell and upsell initiatives.

• Collaborate with Product, Engineering, and Leadership to advocate for customer requirements, feature improvements, and roadmap priorities.

• Assist customers in navigating product updates, feature launches, and change management processes.

• Coordinate with Implementation, Support, Product, and Sales throughout the customer lifecycle.

• Manage executive escalations by liaising with cross-functional teams and communicating resolution strategies.

• Analyze customer data and success metrics to identify trends, demonstrate value realization, and propose best practices.

• Maintain extensive knowledge of EverHealth products and solutions.

⛳️ Requirements

• Bachelor’s Degree is preferred.

• 7+ years of experience in Customer Success, preferably within SaaS or HR technology.

• Demonstrated success in renewals, cross-sell, and expansion strategies.

• Proven experience in developing and executing customer success plans aligned with business objectives.

• Proficient in utilizing and creating playbooks to foster scalable success initiatives.

• Strong discovery and consultative abilities—capable of identifying customer needs and aligning solutions with long-term goals.

• Comfortable navigating organizational change and assisting others in adapting to new work methods.

• Experience transitioning from reactive to proactive customer success models.

• Possess executive presence and the ability to engage effectively with VP/C-suite stakeholders.

• Data-driven mindset employing customer health scores, usage metrics, and KPIs to guide strategy.

• Experience in behavioral health or healthcare is highly advantageous.

• Background in customer advocacy and influencing product roadmaps through feedback is preferred.

• Strong cross-functional collaboration skills with Sales, Product, and Support teams.

• Natural mentor or coach—capable of enhancing team performance and sharing best practices.

• Must be eligible to work in the United States without sponsorship.

🏝️ Benefits

• Flexibility to work in a manner that suits you best within your country of employment—whether in-office, remote, or hybrid.

• Ongoing investment in your professional growth and development.

• Immediate access to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Generous flexible time-off (FTO) policy.

• Employee Stock Purchase Program available.

• Variable compensation component offered in most US locations.