EverPro - Customer Success Manager (Remote, US)

EverCommerce

92d • $65,000 - $70,000

About The Position

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. We are looking for a Customer Success Manager to focus on our Listen360 product line within Customer Experience Solutions: pulseM, Customer Lobby, GuildQuality and Listen360. Our software enables businesses to effortlessly connect with their customers, build trust and loyalty, and most importantly, reach higher levels of success. We are looking for a dynamic and driven Customer Success Manager. The ideal candidate will be responsible for nurturing relationships with our client base at scale, ensuring they receive significant value from our products. This role involves a mix of relationship management, strategic account oversight, and direct support to enhance client loyalty and retention.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field or years of experience.
• Proven track record as a Customer Success Manager, Account Manager, or similar customer-focused role.
• Strong understanding of customer success operations and experience in managing client relationships within a technology-driven environment.
• Strong problem-solving skills, project management, time management.
• Excellent communication, negotiation, and presentation skills.
• Strong analytical skills with an ability to translate data into actionable plans.

Nice To Haves

• Business Consulting, Operations or Marketing background in a franchise system.
• In-depth knowledge of SaaS software or similar analytical tools.
• Experience in managing strategic accounts and driving customer engagement in a SaaS environment.

Responsibilities

• Establish and maintain relationships with clients.
• Serve as the main point of contact and build an advisory relationship at scale.
• Utilize deep product knowledge to help clients understand the value and ROI of their investments in our solutions.
• Guide clients in optimizing their use of our products to achieve their business goals.
• Periodically evaluate account health to identify opportunity and risk.
• Develop strategic plans to improve key client engagement and prevent churn when applicable.
• Identify opportunities to upsell and cross-sell features that enhance client success.
• Provide low-level support to the customer support team, aiding in the resolution of complex issues or escalated client problems.
• Deliver customized product training sessions to client groups.
• Provide ongoing support as needed to facilitate optimal product usage and customer satisfaction.

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: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees