Director of Customer Success, EverCommerce
EverPro
$116-150k
+ Variable component included in most US locations
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$116-150k
+ Variable component included in most US locations
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 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
- 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
What the job involves
- 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
- Team Leadership & Development: 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
- Revenue Retention: 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
- Product Adoption & Expansion: 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
- Technical Onboarding Oversight: Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live
- Performance Management & Reporting: 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
- Process & Playbook Development: 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
- Cross-Functional Collaboration: 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
- Hiring & Workforce Planning: 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
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specialises in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 26 more jobs at EverCommerce