Customer Success Manager, EverCommerce

• This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office with permanent space or drop-in space or you can work 100% remotely
• 2-4 years of experience working in Customer Success, Account Management, or equivalent history in Customer Service
• Bachelor’s Degree – Business and Marketing degrees a plus
• Impeccable written and verbal communication skills
• Strong technical skills
• Critical thinker who displays the ability to think, reason, learn, and solve problems
• Ability to learn and apply knowledge of new industries and business models quickly
• Must be friendly, professional, easy to work with and committed to providing support excellence to our customers
• Ability to multitask and re-prioritize tasks based on customer need
• A team player who performs well independently

Desirable

• The Customer Success Manager (CSM) is responsible for owning the overall relationship with Brighter Vision clients with custom SEO Optimizing packages (Tier 3: Flourish, Thrive and Prosper Plans), Paid Media/Display ad accounts, and will report to the Customer Success Departmental Manager
• This includes ensuring adoption, optimizing satisfaction, monthly reporting, and driving upsells
• As a CSM, you are responsible for ensuring client longevity and continued account renewals through understanding of client SEO/Paid Media data and using it to ensure the products drive growth, churn mitigation, and coordination with the Support and Product teams to provide solutions to client needs
• You regularly run into issues you haven’t solved before and you work with your team to get to the bottom of those issues. You are an out-of-the-box thinker and you take the initiative to tackle new challenges
• Own the business relationship with ‘Tier 3’ clients in the VIP Success Team Inbox
• Work with Sales to qualify upsells of Brighter Vision ‘Tier 3’ Product Suite
• Serve as a liaison for the Sales and Onboarding team for ‘Tier 3’ client admin topics during onboarding
• Generate Monthly Reports on SEO rankings for ‘Tier 3’ clients
• Be able to use client data in the Brighter Insights Analytics Dashboard (Agency Analytics) to identify issues and performance strengths in order to guide productive client discussions and strategy adjustment recommendations
• Act as a communications liaison between Technical Support, Designers, and Clients
• Take client phone and video calls
• Identify high-priority client issues to resolve cross-departmentally
• Train and assist Customer Success Specialists on their duties to include:
• Client retention
• Ticket support
• Billing Assistance
• Account administrative actions
• Client retention strategies
• Managing customer happiness
• EverConnect’s purpose is to accelerate growth for service based businesses by creating meaningful connections with consumers. Our niche is capturing consumer demand for service based businesses through diverse media acquisition channels on a performance basis
• This role is for the Brighter Vision brand in EverConnect, which niches into Marketing Services for Private Practice Mental Health Therapist/Practitioners