EverWell - Customer Success Team Lead US (Remote US)

EverCommerce

7d • Remote

About The Position

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. Timely and SalonBiz serve over 30,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them. As the Customer Success Team Lead for SalonBiz, you'll sit in a player/coach role, managing your own portfolio of customers while leading a team of Customer Success Managers, Coaches and Onboarding Specialists. You'll help beauty professionals get the most from SalonBiz by driving customer adoption, retention, and growth, while coaching the team to deliver exceptional customer outcomes across the entire customer lifecycle. Working closely with the Manager of Customer Success and Customer Care, you'll also support strategic initiatives and continuously improve Customer Success operations.

Requirements

• Proven success leading a high-performing Customer Success team in a SaaS environment, with strong results across retention, customer growth and team performance.
• A track record of enabling and empowering teams to take ownership, make decisions and consistently deliver exceptional customer outcomes.
• Experience building a culture of accountability through coaching, clear expectations and continuous development.
• Strong commercial acumen, with the ability to balance customer success, retention and revenue growth.
• Confidence using customer health metrics and performance data to drive priorities and improve outcomes.
• Exceptional stakeholder management and communication skills, with the ability to influence across all levels.
• A proactive, customer-first mindset with a passion for building engaged, high-performing teams.
• Must be eligible to work without sponsorship.
• May require travel to Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Responsibilities

• Lead and support a team of Customer Success Managers and Onboarding Specialists, helping them grow, succeed and do their best work.
• Build strong relationships with your own portfolio of customers, helping them get the most out of SalonBiz and achieve their business goals.
• Help customers succeed from day one by guiding them through onboarding, adoption and long-term success.
• Spot challenges early and work with your team to keep customers engaged, supported and set up for success.
• Find opportunities to help customers grow, encouraging greater product adoption and use of our payments solutions.
• Step in when needed to support your team with complex customer conversations and escalations.
• Share ideas and improve the way we work, helping shape processes that make life easier for both customers and the team.
• Create a positive team environment where collaboration, accountability and continuous learning are part of everyday work.

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

What This Job Offers

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