Enterprise Customer Success Manager, EverCommerce
Customer Experience Solutions
$110-120k
OTE
$80-90k
BASE
+ Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
$110-120k
OTE
$80-90k
BASE
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 5 years or more of relevant CS or sales experience at a SaaS company including work with renewals, upsells, and revenue retention
- 2 years or more of relevant CS or sales experience working with enterprise-level customers
- Experience working with large franchisors is a plus
- Commitment to providing “wow” customer experiences, building on (and improving upon) our very high recommendation rate
- Superb telephone etiquette and eloquent prose skills
- Project management experience is preferred
- Proficiency with Office 365 and Salesforce is required
- Web-savvy, comfortable with social media tools and all things web-related
- Outstanding organizational skills, with strong follow-through on tasks
- High energy, positive attitude
- A serious interest in learning, and sharing those learnings with others for the betterment of the organization
What the job involves
- We are looking for an Enterprise Customer Success Manager to focus on our Customer Engagement Solutions (CES) product lines
- CES helps the best service contractors, homebuilders, and remodelers in North America manage their online reputation, generate business, and deliver an exceptional customer experience
- Our customers represent the “best of the best” in the home improvement and service industry
- We are looking for talented, energetic, and motivated people to join our team to build an extraordinary company
- The Enterprise Customer Success Manager will be responsible for caring for and supporting our VIP customers across our CES brands, acting as their main point of contact and ensuring all expectations and performance metrics are being achieved
- From working with C-Suite executives down to coordinating initiatives with administrative teams, the ECSM will facilitate a multitude of initiatives for our top customers whether it be project management, product implementation and training, or strategic executive planning
- Relationships will be created and maintained via email communications, inbound/outbound telephone calls, training sessions, and ongoing business reviews
- Oversight of enterprise-level relationships consisting of dozens to hundreds of individual locations and franchises
- Proactive outreach to your portfolio of customers by phone and email
- Perform recurring executive business reviews to maintain expectations, drive growth, and deliver results
- Lead web conference training sessions for customers and their teams
- Identify opportunities to increase revenue with existing customer base
- Contribute to the improvement of our Enterprise CS workflows and efficiencies
- Collaborate with sales, our member communication team, production and other functions, ensuring cohesive communications to our top customers and that deadlines are being met
- Meet or exceed quotas around revenue retention, revenue expansion, and renewals
- Travel to partnership events and on-sight kickoffs as necessary
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 specializes 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 acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, 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 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
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.
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