EverPro - Customer Success Manager (Remote US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

The EverPro Home Improvement solution group is seeking a talented Customer Success Manager for Service Fusion, to own our renewal and engagement customer account lifecycle.  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.

Us:

EverCommerce’s EverPro vertical offers cloud-based solutions for home and field service professionals. In this role, you’ll oversee teams supporting our CRM products – Service Fusion Our mission is to help home service professionals – i.e. HVAC and Plumbing Contractors among other verticals, be more successful by improving how they attract, service, and engage customers. Our platforms automate and streamline workforce management, customer management, scheduling/dispatching, estimate/job creation, invoicing and accounting.  We are looking for innovative leaders to join our team and help drive growth, retention, and operational excellence.

You:

• 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.

What you will do:

• 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.

Skills and experience we are seeking:

• 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

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. 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. 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.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Continued investment in your professional development 

• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. 

• 401k with up to a 4% match and immediate vesting 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

Compensation: The target base compensation for this position is $50,000 - $60,000 USD per year + monthly variable compensation in most locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.