Customer Success Manager

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Responsible for a portfolio of key customers • Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals • Driving incremental revenue from up-selling additional solutions • Work with our customers to ensure they maximize their potential using our software • As part of the onboarding team, ensure the customers have a seamless experience • Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams • Internal stakeholder management, to ensure complete business support • Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention • Measure, monitor, and report internally and externally to Customer Stakeholders • Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions • Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption • Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners • Work cross-departmentally to find solutions to complex scenarios and integration issues • Continuously drive communication and customer advocacy to ensure an orchestrated customer experience • Work transparently to surface customer problems and allow others to participate in solving them

🎯 Requirements

• 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role • Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider • Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs • Advanced project management experience & skills • Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers • Ability to manage executive relationships and discussions • Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption • Understand customer health scoring and predictive risk management to prevent and resolve risk • Excellent communication and interpersonal skills • Strong analytical and problem-solving abilities • Customer-centric approach with a focus on building relationships • Ability to flex and adapt to changing customer needs and priorities • Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events.

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Robust wellness benefits, including an annual wellness stipend • 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you • Employee Stock Purchase Program • Registered Retirement Savings Plan (RRSP) with 4% company match