Customer Success Manager, EverCommerce
EverPro
$65-75k
OTE
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$65-75k
OTE
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- The ideal candidate will have 4+ years of experience within an organization that delivers B2B SaaS products
- This person should be passionate about enabling our customers success & health, in addition to driving customer loyalty and advocacy through the adoption of our software and services
- Are a seasoned customer success manager with prior experience being accountable with named accounts in a professional service delivery and/or technical support environment
- Comfortable interacting with all levels of management and roles within the client organization
- Prior experience scaling customer engagement, adoption, expansion and renewal models
- Ability to effectively prioritize, escalate and own customer issues as required
- Excellent communication and presentation skills to effectively explain strategy, business recommendations or solutions to a customer’s problems
- Ability to learn and assimilate technical information quickly
- 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers
- Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software
- Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals
- Able to identify risks and opportunities and understands what actions to take in these scenarios
- Successfully identifies and catalogs champions within customer accounts
- Appropriately leverage internal channels to seek guidance on more difficult customer circumstances
- Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat
- Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization
- Track record in driving customer engagement and loyalty
- Innovative thinking and bias for action balanced with a strong customer and quality focus
- Persuasive communicator with both clients and internal company teams and staff
- Intellectually robust and agile, with the ability to make quick decisions as needed
- Self-confidence matched with a willingness to collaborate and successfully engage with colleagues
- Exceptional communication, presentation, and relationship management skills – deep cross- functional collaboration is required
- Preferred skills and experience: Zendesk/Jira customer support methods; Salesforce; Planhat
What the job involves
- We are seeking a talented Customer Success Manager for Service Fusion, to own our renewal and engagement customer account lifecycle
- Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage
- Develop strong product knowledge to implement advanced and varied types of use cases
- Manage accounts using applicable analytic tools and prioritization methods
- Collaborate with internal teams to act as the voice of the customer and champion their needs
- Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers
- Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received
- Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
- Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
- Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc
- Empowers customers to own their own solutions
- Understands partnership software functionality and able to speak to benefits of adoption
- Contributes to enablement resources that empower the entire Customer Success team to scale
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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