EverPro - Director of Customer Success (Remote, US)

EverCommerce

6d • Remote

About The Position

At EverCommerce, 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. The EverPro Home Improvement solution group is seeking an experienced Director of Customer Success to lead our Service Fusion and ZyraTalk customer success teams. In this role, you will oversee a cross-functional team of CSMs responsible for revenue renewal across Service Fusion's field service management platform, revenue renewal and product adoption for ZyraTalk's AI-powered communication platform, and the technical onboarding of new ZyraTalk customers. The ideal candidate will bring 8+ years of customer success experience, at least 5 years in a people management role, and a demonstrated ability to lead high-performing teams across multiple product lines in a fast-paced SaaS environment.

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.
• Must be eligible to work without sponsorship to qualify for this position.
• This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding).
• Foster a high-performance, collaborative culture focused on customer outcomes.
• 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.
• Identify and implement process improvements that drive scale and consistency.
• 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.
• Manage team capacity in alignment with customer portfolio growth across both product lines.

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: Director
• Education Level: No Education Listed