Customer Success Team Lead, EverCommerce
EverWell
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- Proven leadership experience in Customer Success, Onboarding, or Account Management within a SaaS environment
- Demonstrated ability to manage retention and growth metrics in a subscription business
- Strong understanding of SMB customer behaviour and the dynamics of a low-ACV, high-volume model
- Experience with payments or fintech integrations (advantageous)
- Experience working in a global organisation
- Data-driven approach, with experience using CS tools such as Vitally, or equivalent
- Exceptional communication, collaboration, and problem-solving skills
- Adaptability and comfort with change as we scale global CS operations
- If you think you have what it takes but don't meet every sinle bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit
What the job involves
- All roads lead to a EverWell, and this role plays a pivotal part in creating a consistent global approach to Customer Success — with a focus on retention, payments adoption, and delivering success at scale
- As Customer Success Team Lead – UK, you’ll lead a team responsible for ensuring customers in the UK achieve measurable success with our platform
- You’ll oversee both onboarding and ongoing relationship management, driving value realisation, product adoption, and customer retention outcomes
- This is a player–coach role: you’ll lead and mentor your team while also directly engaging in key customer initiatives that impact churn, onboarding performance, and payments adoption
- This position requires a data driven professional with a passion for delivering measurable results and a deep understanding of the needs of small businesses
- The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution. While at the same time helping to reduce churn amongst our customer base
- Retention & Growth: Own UK churn and retention targets, implementing proactive interventions and playbooks to improve customer outcomes
- Payments Growth: Drive adoption of payments products across new and existing customers, supporting TPV growth and recovery programs
- Onboarding & Experience: Optimise the onboarding journey to ensure customers realise value quickly, with seamless migrations and a strong start
- Scaling Success: Evolve our Customer Success approach, blending tech-touch and high-touch engagement to deliver scalable impact
- Leadership: Lead, coach, and develop a UK-based Customer Success team, fostering a culture of collaboration, accountability, and continuous improvement
- This role is full time, permanent and can be based anywhere in the UK
Application process
- Applications close when we find the right person!
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.
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