Director of Customer Success

🕒 May 5

🇺🇸 United States – Remote

💵 $116k - $150k / year

⏰ Full Time

🔴 Lead

🏆 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, 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. • Provide regular reporting to leadership and proactively surface risks and opportunities. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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