EverHealth - Director of Customer Experience (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. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.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/The Head of Customer Experience (CX) is a leadership role responsible for developing and overseeing the EverHealth customer experience strategy to ensure a seamless, positive, and memorable experience for all customers. This role is central to building customer loyalty, enhancing satisfaction, and driving retention. The Head of CX will collaborate across departments to align customer-facing teams, identify organic growth opportunities, optimize processes, and integrate feedback loops to continually improve the customer journey. The Head of CX will lead a 100+ person CX organization (onshore and offshore) consisting of the Customer Success and Customer Support functions that serve over 15,000 healthcare customers.Key Responsibilities:Strategic Leadership:• Develop and execute a customer experience strategy that aligns with the company’s overall business goals.• Lead the CX department and influence EverHealth-wide initiatives that prioritize customer satisfaction and long-term loyalty.• Set key performance indicators (KPIs) for customer experience, measuring success and adjusting strategies based on data-driven insights.Customer Journey Optimization:• Map and analyze the end-to-end customer journey to identify pain points, gaps, and areas for improvement.• Ensure consistency of brand messaging, tone, and experience across all customer touchpoints (website, mobile, in-store, customer support, etc.).• Collaborate with product, marketing, and sales teams to deliver a unified, customer-centric approach.Cross-Department Collaboration:• Work closely with leadership in marketing, product development, sales, and operations to create and refine customer-centric processes.• Provide actionable insights from customer feedback to improve product offerings, communication strategies, and service delivery.• Ensure that all teams understand the importance of customer experience and are equipped to deliver on customer expectations.Customer Feedback and Insights:• Establish and unify systems for collecting and analyzing customer feedback (surveys, Net Promoter Score (NPS), customer satisfaction scores, etc.).• Lead the development of customer personas and use data-driven insights to tailor experiences and address diverse customer needs.• Respond to negative feedback with solutions and process improvements to enhance satisfaction.Customer Support Excellence:• Oversee the customer support function, ensuring that support teams are trained and empowered to provide exceptional service.• Monitor customer interactions to ensure high standards of service are maintained.• Implement self-service tools, FAQs, and other resources that enhance the customer experience and reduce friction.Innovation and Continuous Improvement:• Drive innovation in customer experience by staying up to date with the latest CX trends, tools, and technologies.• Champion a culture of continuous improvement within the CX team and across the organization.• Introduce and implement CX best practices that deliver measurable outcomes.Team Leadership and Development:• Lead and mentor the customer experience team, promoting a culture of collaboration, accountability, and excellence.• Hire, train, and develop talent within the CX team, ensuring a high level of expertise and customer empathy.• Foster a results-driven environment by setting clear performance goals and providing regular feedback.Skills & Qualifications:• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree or equivalent experience preferred).• Experience:• 8+ years in customer experience or related roles, with at least 5 years in a senior leadership or management position in Customer Success.• Preferred candidates will have at least 5 years of experience in healthcare or healthcare IT.• Proven experience in leading customer success and support teams in a fast-paced, customer-centric environment.• Strong understanding of customer behavior, journey mapping, and data analytics.• Experience implementing and utilizing CX platforms, CRM tools (e.g., Salesforce, Zendesk), and NPS systems.• Skills:• Excellent leadership, communication, and interpersonal skills.• Strong analytical skills with the ability to make data-driven decisions.• Ability to foster cross-functional collaboration and manage complex projects.• Strategic thinker with a strong customer-first mindset.• Proficiency in customer service best practices, conflict resolution, and service recovery.• Personal Attributes:i. Passionate about delivering exceptional customer service and creating memorable customer experiences.ii. Proactive, solutions-oriented, and able to thrive in a fast-paced environment.iii. Empathetic and able to relate to the needs and concerns of customers while balancing business objectives.iv. Excellent problem-solving skills and attention to detail.v. High emotional intelligence and the ability to lead with empathy.Why Join Us:• Impact: Play a pivotal role in shaping our customer experience and driving company growth.• Culture: Join a dynamic, customer-focused company committed to innovation and continuous improvement.• Growth: Opportunity to lead a high-performing team and grow professionally within a rapidly expanding company.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 & Perks:• Flexibility to work where/how you want – in-office, remote, or hybrid• Continued investment in your professional development• Robust health and wellness benefits• 401k with up to a 4% match and immediate vesting• Monthly wellness stipend• Flexible and generous paid time off• Employee Stock Purchase ProgramCompensation: The target base compensation for this position is $150,000 to $200,000 USD with an incentive variable in most US locations. Final offer amounts are determined by multiple factors including location, 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!