Customer Marketing Manager, EverCommerce
Everpro
$95-105k
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
$95-105k
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 5+ years of experience in a B2B or B2C customer-centric marketing role, with a strong focus on customer retention, churn reduction, upsell, and cross-sell
- Experience using marketing automation platforms (preferably Marketo) and CRM systems (Salesforce)
- Strong understanding of customer lifecycle marketing and customer retention strategies, with a focus on how they apply to the field service industry
- Proficiency with Planhat, WordPress, Google Analytics, and other campaign analysis tools
- Proven track record of developing and executing successful customer marketing programs, ideally within a SaaS environment, with experience related to field service management or similar trade industries being a huge plus
- Excellent communication, interpersonal, and presentation skills
- Data-driven mindset with a focus on measurable results
- Ability to multi-task and prioritize effectively in a fast-paced, collaborative environment
- Excellent organizational, time, and team management skills
- Experience with building and managing customer communities, especially within the trades, is a significant advantage
- Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America
What the job involves
- Within EverCommerce, EverPro focuses on delivering specialized solutions to specific verticals
- This role will be dedicated to supporting the Service Fusion business, a robust field service management software designed to streamline operations and drive growth for trade professionals
- The Customer Marketing Manager, EverPro (Service Fusion) will be the driving force behind customer engagement, retention, and advocacy for our Service Fusion users
- You will develop and execute targeted marketing programs that not only increase product adoption but also build a thriving community of Service Fusion users within the field service industry
- This role demands a deep understanding of the field service industry, a passion for customer success, and the ability to translate data-driven insights into impactful marketing strategies
- You will be responsible for driving key Customer Marketing KPIs, including Customer Retention, Satisfaction, and Growth
- Develop and Execute Service Fusion-Specific Customer Marketing Programs:
- Design and implement customer lifecycle marketing campaigns tailored to the unique needs of Service Fusion users, including onboarding, feature adoption, and retention
- Create and manage targeted email campaigns, in-app messaging, and educational webinars focused on optimizing Service Fusion usage
- Develop and manage customer loyalty programs and initiatives that reward Service Fusion users for their continued engagement
- Leverage marketing automation platforms (preferably Marketo) to communicate with customers and optimize pre-sale and post-sale processes
- Drive Service Fusion Customer Retention and Advocacy:
- Analyze Service Fusion usage data and customer feedback to identify opportunities for improving customer retention and reducing churn within the Service Fusion user base
- Develop and execute customer advocacy programs, including Service Fusion-specific case studies, testimonials, and user-generated content
- Cultivate a strong Service Fusion user community through online forums, industry events, and targeted engagement initiatives, including managing brand reputation through customer communications on email, in-app messages, Facebook groups, and review sites
- Collaborate Cross-Functionally with Service Fusion Teams:
- Work closely with the Service Fusion product, sales, and support teams to ensure a cohesive and seamless customer experience
- Partner with content and creative teams to develop compelling marketing materials that resonate with Service Fusion users
- Collaborate with analytics teams to track and measure the effectiveness of Service Fusion customer marketing programs
- Lead initiatives to ensure a clean hand-off between pre-sale and post-sale teams, minimizing customer drop-off during implementation and the first six months
- Facilitate knowledge transfer with the wider marketing group and sales teams to improve understanding of customer sentiment and gather testimonials for sales enablement
- Measure and Report on Service Fusion Performance:
- Track key Service Fusion customer marketing metrics, including product adoption rates, customer lifetime value, advocacy metrics, and key CMM KPIs (Customer Onboarding, Retention, Satisfaction, Growth)
- Analyze campaign performance and provide regular reports and insights to Service Fusion stakeholders
- Use data-driven insights to optimize Service Fusion customer marketing strategies and tactics
- Report on customer-centric metrics, proactively identifying risks and opportunities based on data trends
- Stay Up-to-Date on Field Service Industry Trends:
- Research and stay informed about the latest trends and best practices in the field service industry, specifically as they relate to Service Fusion users
- Identify and evaluate new technologies and tools that can enhance Service Fusion customer engagement and loyalty
- Utilize Planhat to manage and analyze customer data and improve customer relationships
- Create, own, and drive marketing project plans and timelines to ensure ongoing program development and success
- 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 or you can work 100% remotely
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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