EverPro - Customer Success Manager (Remote, US)

EverCommerce

1d • $60,000 - $70,000 • Remote

About The Position

EverPro, a business within EverCommerce, is seeking a Customer Success Manager to focus on their MarketSharp product line within Customer Experience Solutions. MarketSharp is a CRM platform designed to help home improvement and remodeling businesses manage leads, streamline sales and marketing, strengthen customer relationships, and drive growth. The ideal candidate will act as a day-to-day partner and trusted advisor to customers, focusing on retention, relationship building, and ensuring customers derive ongoing value from EverPro's products and services. This role involves providing support, guidance, and product knowledge to maintain customer engagement, satisfaction, and success throughout their lifecycle. The Customer Success Manager will proactively monitor customer health, identify retention risks, and address customer needs and challenges to ensure satisfaction and renewal. They will also gather and respond to customer feedback, offer best-practice guidance, and work to increase product adoption and engagement. Collaboration with Sales, Product, Support, and Implementation teams is key to resolving issues, enhancing the customer experience, and supporting renewal goals. Additionally, this role will serve as the voice of the customer internally, sharing insights and feedback to improve retention and customer success strategies.

Requirements

• 4+ years working in a B2B client-facing account management, support or project management role, preferably involving SaaS
• Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
• Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.
• Able to identify risks and opportunities and understands what actions to take in these scenarios.
• Successfully identifies and catalogs champions within customer accounts.
• Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
• Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in Salesforce.
• Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
• Track record in driving customer engagement and loyalty.
• Innovative thinking and bias for action balanced with a strong customer and quality focus.
• Persuasive communicator with both clients and internal company teams and staff.
• Intellectually robust and agile, with the ability to make quick decisions as needed.
• Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
• Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required.

Nice To Haves

• Zendesk customer support methods
• Salesforce

Responsibilities

• Manage and grow relationships with a portfolio of customers, serving as their primary point of contact and trusted advisor for both the team and an owed book of business
• Drive customer adoption, engagement, and long-term value from the CRM platform.
• Monitor customer health, usage trends, and satisfaction to identify risks and opportunities.
• Proactively address customer questions, concerns, and escalations in a timely and professional manner.
• Partner with Sales, Support, Product, and Implementation teams to deliver a seamless customer experience.
• Identify opportunities for account growth, renewals, upsells, and expanded product usage.
• Gather customer feedback and share insights with internal teams to improve the product and customer experience.
• Maintain accurate account notes, activity records, and customer success plans in the CRM.
• Support retention goals by increasing customer loyalty, reducing churn, and demonstrating measurable business impact.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Day 1 access to a robust health and wellness benefits, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed