Manager of Customer Success, EverCommerce
EverHealth
$90-110k
+ Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
$90-110k
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- Bachelor’s degree in business, computer science, healthcare management or related field is required. Advanced degrees are a plus
- Minimum 5+ years of sales and customer success experience in a $10M+ ARR business, with no less than 3 years in a sales and/or CSM role
- 3+ years in a team leadership role
- Proven track record of success, effectively forecasting performance and developing talent, including front-line managers
- Experience selling into healthcare vertical (e.g. independent provider practices) preferred but not required
- Experience managing multi-product sales and/or CSM environments and new product roll-outs
- Salesforce.com experience and related tech stack admin/management experience
- Expert-level SaaS contract and subscription management knowledge
- Strong analytical and reporting capabilities
- Experience blending eCommerce or self-led customer upsell purchasing processes with people-led sales processes
- Demonstrated willingness and ability to find and lead improvements and take ownership of losses as much as wins
- The ideal candidate will have strong experience hiring, coaching, and leading remote (WFH) teams at modern SaaS companies, specifically across customer success teams
- This person will have a track record of improving team performance with a hands-on approach to all aspects of the customer management motion, while closely and effectively collaborating across the organization to drive adoption, retention and opportunities for growth
What the job involves
- Much of this person’s time during the early months will be working alongside CSMs to better understand the nuances of our products, use cases and competitors, positioning and pricing, and behaviors of our customers, as well as the individual reps and front-line managers
- This role will report to the Head of Customer Success at EverHealth
- Lead a team of CSMs to deliver consistent & predictable upsell & retention targets across
- Standardize & own all expansion & retention-related metrics & targets (team and individual performance)
- Oversee the enhancement and adoption of standardized, core departmental processes & procedures, including establishing and optimizing segment-specific journeys
- Run regular individual and team coaching sessions
- Lead and/or help design the enablement of low-to-no touch customer experiences
- Own & drive engagement and alignment with other Customer facing Teams (Onboarding, Account Management, Support, etc...)
- Provide strategic and tactical leadership and development for direct reports and teams
- Remove obstacles and establish cross-functional synergy with Product, Sales & Marketing to ensure the CSM team stays in the best position to be successful
- Provide regular feedback and be the voice of the customer to executive leadership on trends, issues and opportunities related to customer success
- Minimize and troubleshoot customer churn issues
- Lead the values and vision experience for your department on a daily basis
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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