Director of Customer Success

Vaga não está no LinkedIn

🕒 Junho 28

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $116.000 - $150.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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EverCommerce

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2016

🏥 Saúde

💼 Consultoria

📦 Logística

💰 Private Equity Round em 2019-07

Healthcare • Consulting • Logistics

A EverCommerce é a principal plataforma de comércio de serviços, fornecendo soluções SaaS integradas e personalizadas verticalmente para mais de 500. 000 empresas globais baseadas em serviços. Fundada em 2016, a EverCommerce oferece soluções de software que ajudam as empresas a promover seus serviços, otimizar as operações diárias e melhorar o engajamento dos clientes. A empresa se especializa em impulsionar a economia de serviços com transformação digital em vários setores, incluindo Serviços Residenciais e de Campo, Serviços de Saúde e Fitness & Bem-Estar. A tecnologia da EverCommerce visa acelerar o crescimento, melhorar as operações e aumentar a retenção para pequenas e médias empresas, transformando a maneira como elas interagem com os clientes por meio de aplicativos digitais e móveis modernos.

Descrição

• Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding). • Own renewal metrics and revenue retention (GRR) across both product lines. • Develop and execute strategies to reduce churn, improve renewal rates, and identify expansion opportunities within the existing customer base. • Oversee the CSM team responsible for driving product adoption and measurable customer outcomes. • Partner with Product and Engineering to stay ahead of platform changes and ensure your team can communicate value effectively. • Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live. • Define and track team KPIs including renewal rates, CSAT, product adoption, time-to-onboard, and churn. • Build, maintain, and continuously improve CS playbooks, escalation frameworks, and customer engagement cadences for each CSM motion. • Partner closely with Sales, Product, Engineering, Marketing, and Support to represent customer needs, influence product roadmap decisions, and ensure a seamless customer experience across the full lifecycle. • Partner with Talent Acquisition and HR to recruit, hire, and onboard top CS talent. Manage team capacity in alignment with customer portfolio growth across both product lines.

🎯 Requisitos

• 8+ years of customer success experience • At least 5 years in a people management role • An experienced customer success leader with a proven track record of managing and developing CSM teams in a B2B SaaS environment. • Thrive in a multi-product environment and are comfortable leading teams with distinct but complementary customer success motions — renewal, adoption, and technical onboarding. • Data-driven and use metrics to make decisions, prioritize team focus, and communicate performance to leadership. • Strong coach who invests in the development of your team and creates clear paths for growth. • Understand AI-powered products and are energized by the opportunity to lead a team supporting a fast-evolving AI communication platform. • Build strong cross-functional relationships and are comfortable representing the voice of the customer across Sales, Product, Engineering, and Support. • Clear and confident communicator who can navigate difficult customer situations and guide your team through escalations.

🏖️ Benefícios

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program