Senior Customer Success Manager , EverPro – REMOTE, US/CAN

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

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://careers.evercommerce.com/us/en

We are looking for a Senior Customer Success Manager to focus on our EverPro Brands. Our EverPro brands support our remodeling and home improvement products. These products deliver management software that support the sales and production workflows of small home improvement businesses across the globe.

The EverPro Home Improvement solution group is seeking a talented Senior Customer Success Manager, to own a designated renewal and engagement customer account lifecycle.

Responsibilities:

• Manage independently a full book of business accounts in various stages of the lifecycle and of various levels of account size, health, and usage.

• Develop strong product knowledge to implement advanced and varied types of use cases.

• Manage your portfolio using applicable analytic tools and prioritization methods.

• Responsible for utilizing technology by implementing digital engagement strategies to proactively communicate with current customers at scale.

• Collaborate with internal teams to act as the voice of the customer and champion their needs.

• Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product and Engineering while initiating discussions and brainstorming sessions to optimize solutions for our customers.

• Build and manage a 1 to many tech-touch customer engagement cadence aligned to the customer lifecycle including new customer welcome; onboarding; adoption; nurturing/growth and contract renewal process.

• Explains metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received.

• Effectively communicates with customers during difficult situations – i.e. feature requests

• Understands and utilizes the resources available for getting answers to product questions – i.e. Slack & Teams channels

• Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.

• Empowers customers to own their own solutions.

• Contributes to enablement resources that empower the entire Customer Success team to scale.

Skills and Experience needed for success in this role:

• 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers.

• Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.

• Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.

• Able to identify risks and opportunities and understands what actions to take in these scenarios.

• Successfully identifies and catalogs champions within customer accounts.

• Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.

• Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in Salesforce.

• Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.

• Track record in driving customer engagement and loyalty.

• Innovative thinking and bias for action balanced with a strong customer and quality focus.

• Persuasive communicator with both clients and internal company teams and staff.

• Intellectually robust and agile, with the ability to make quick decisions as needed.

• Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.

• Exceptional communication, presentation, and relationship management skills – deep cross- functional collaboration is required.

• Preferred skills and experience: Zendesk customer support methods; Salesforce certified Admin, Salesforce classic to lighting migration.

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 or Canada – 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 within your country of employment – in-office, remote, or hybrid

• Robust health and wellness benefits, including an annual wellness stipend

• Continued investment in your professional development through Udemy

• 401k or RRSP with company match

• Annual wellness stipend

• Flexible and generous paid time off

• Employee Stock Purchase Program

Compensation:
EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $50,000 - $90,000 USD Per Year. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.