Customer Success Manager

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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

• Manage a portfolio of customers, proactively identifying opportunities to improve customer health, engagement, and retention. • Monitor customer health signals, identify at-risk customers early, and execute success plans that reduce preventable churn. • Lead retention conversations with customers signaling churn intent, resolving issues where possible and helping customers realise ongoing value. • Identify opportunities for package upgrades and Online Payments adoption, partnering with Sales where appropriate to support expansion. • Deliver strategic customer conversations that align platform capabilities with customer business goals. • Increase adoption of sticky product features that deepen customer engagement and long-term retention. • Work proactively across your existing customer portfolio to identify growth opportunities and increase share of wallet. • Collaborate with Product, Marketing, Support, and Sales to share customer insights and improve the customer experience. • Contribute to global Customer Success initiatives by sharing best practice and continuously improving customer success programs.

🎯 Requirements

• Experience in Customer Success, Account Management, or another customer-facing role within a SaaS or subscription business • A passion for helping customers succeed, with strong commercial acumen and the ability to identify growth opportunities • Confidence using customer data and health metrics to prioritise actions and improve outcomes • Excellent relationship-building, communication, and stakeholder management skills • Strong organisational skills with the ability to manage multiple priorities across a customer portfolio • A collaborative, adaptable approach, with experience working cross-functionally in a fast-paced environment • Experience with Customer Success platforms (e.g. Vitally or Gainsight) and exposure to SaaS, SMB, or the beauty and wellness industry is advantageous.

🏖️ Benefits

• Additional annual leave for work-life balance • Professional development budget • Annual wellness allowance