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, acting as the primary strategic advisor for executive stakeholders.

• Create and implement customer success plans aimed at enhancing platform adoption, streamlining workflows, and achieving quantifiable business results.

• 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 usage, support trends, and customer feedback to pinpoint risks and enhance retention.

• Discover expansion opportunities and collaborate with Sales on strategies for cross-selling and upselling.

• Advocate for customer requirements, feature enhancements, and prioritization of the product roadmap with Product, Engineering, and Leadership teams.

• Assist customers in navigating product updates, feature releases, and change management initiatives.

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

• Manage executive escalations and develop cross-functional resolution plans.

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

• Maintain extensive knowledge of EverHealth products.

⛳️ Requirements

• Bachelor’s Degree is preferred.

• More than 7 years of experience in Customer Success, ideally within SaaS or HR technology.

• Proven track record with renewals, cross-selling, and expansion strategies.

• Experience in creating and implementing customer success plans that align with business objectives.

• Proficient in utilizing and developing playbooks to facilitate scalable success methods.

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

• Comfortable navigating organizational changes and aiding others in adapting to new working methodologies.

• Experience transitioning from reactive to proactive Customer Success models.

• Executive presence with the ability to engage effectively with VP/C-suite stakeholders.

• Data-driven approach—utilizes customer health scores, usage data, and KPIs to shape strategy.

• A background in behavioral health or healthcare is highly advantageous.

• Experience in customer advocacy and influencing product roadmaps through feedback.

• Strong collaborative skills with Sales, Product, and Support teams.

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

• Must be eligible to work without sponsorship.

🏝️ Benefits

• Flexibility to work in a manner that suits you best within your country of employment—be it 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 featuring up to a 4% match and immediate vesting.

• Flexible and generous Paid Time Off (FTO) policy.

• Employee Stock Purchase Program.