Manager of Customer Success

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2019-07

SaaS • B2B • eCommerce

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

• Lead, mentor, and develop a team of Customer Success Managers through regular coaching, performance management, career development, and skill-building. • Establish clear goals, success metrics, and accountability. • Develop and execute the Customer Success strategy to maximize customer adoption, retention, and long-term customer value. • Foster a high-performance, customer-centric culture focused on customer outcomes, operational excellence, and continuous improvement. • Support hiring, onboarding, and development of Customer Success talent. • Personally manage a portfolio of strategic or high-value enterprise customers, serving as the executive sponsor and trusted advisor. • Drive customer adoption, value realization, and long-term retention across both personal accounts and the broader team portfolio. • Monitor customer health indicators, identify risks early, and implement proactive success plans. • Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices. • Design, document, refine, and scale Customer Success processes, playbooks, and best practices.

🎯 Requirements

• 2–5+ years of Customer Success, Account Management, or related SaaS experience. • 1–4+ years of people management experience leading Customer Success teams. • Experience managing enterprise and strategic customer relationships. • Demonstrated success owning renewals, customer retention, adoption, and expansion initiatives. • Strong executive communication and presentation skills. • Experience working cross-functionally with Product, Sales, Support, and Operations. • Strong analytical and problem-solving skills with experience using customer health metrics and success KPIs.

🏖️ 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