EverCommerce Payments - Manager of Customer Success

Manager of Customer Success

EverCommerce Payments– HYBRID REMOTE/IN OFFICE

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.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

EverCommerce Payments is seeking a manager to lead our Customer Success team, focused on our integrated payment solutions, responsible for driving revenue growth and retention for our highest value customers. Our APIs and SaaS products provide payment acceptance, billing automation, client management, ecommerce, mobile, and point-of-sale solutions tailored to the needs of service-based businesses.

Reporting to the Senior Manager of Customer Success, this role will lead a remote team of Customer Success Managers focused on achieving revenue growth for their respective portfolios. The ideal candidate will have a track record of hiring, coaching, and improving team performance, while closely and effectively collaborating across the organization to drive adoption, retention, and opportunities for growth.

Responsibilities:

• Hire, train, and develop a team of Customer Success Managers who help SMBs grow and thrive using our integrated payment solutions, prioritizing skill development and coaching.
• Manage daily and monthly performance metrics to ensure team KPI’s are being met.
• Leverage data in key decision making, strategy development, and day-to-day execution.
• Facilitate team training to sell the value of our features and services to drive adoption and user retention.
• Remove obstacles and establish cross-functional relationships with Product, Sales, Partnerships, Operations, and Support to ensure the Customer Success team stays in the best position to be successful.
• Identify inefficiencies and implement improvements in our process.
• Strong analytical and reporting capabilities with the ability to pivot strategy based on data.
• Manage escalated customer issues and champion relationships with partners.

Skills and Experience needed for success in this role:

• Bachelor’s degree required
• Minimum 3+ years of demonstrated success in managing a team of revenue generating Customer Success Managers or Account Managers (SaaS experience a plus)
• High regard for business results and quality with a strong ability to solve problems
• Creative thinker; comfortable with ambiguity and the development of repeatable processes 
• Strong interpersonal and coaching skills for direct report leadership 
• Data-driven with a strong analytical mindset and the ability to navigate and build reporting in tools like Salesforce, Looker, and Excel
• Experience with an outbound target account motion and inbound/outbound follow-up 
• Experience successfully managing, motivating and developing a remote-first team
• Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment.

Where: [This role can be remote/hybrid with access to our Denver office]
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 or Canada – 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
• Robust health and wellness benefits, 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 on-target earnings compensation (base + commissions) for this position is $90,000 to $110,000 USD per year in most US 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.