EverPro - Strategic Customer Success Manager (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

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

We are looking for a Strategic Customer Success Manager to focus on our Listen360 product line. Customer Experience Solutions: pulseM, Customer Lobby, GuildQuality and Listen360. Our software enables businesses to effortlessly connect with their customers, build trust and loyalty, and most importantly, reach higher levels of success. The ideal candidate will be responsible for nurturing relationships with our client base at scale, ensuring they receive significant value from our products. This role involves a mix of relationship management, strategic account oversight, and direct support to enhance client satisfaction and retention.

Key Responsibilities:

• Client Relationship Management: Establish and maintain relationships with clients. Serve as the main point of contact and build a trustworthy advisory relationship at scale.

• ROI Optimization: Utilize deep product knowledge to help clients understand the value and ROI of their investments in our solutions. Guide clients in optimizing their use of our products to achieve their business goals.

• Develop Key Client Ambassadors: Develop, prepare, and nurture customers for advocacy.

• Account Review and Strategic Planning: Periodically, evaluate account health to identify opportunity and risk.  Develop strategic plans to improve client engagement and prevent churn when applicable.

• Sales Opportunities: Identify opportunities to upsell and cross-sell features that enhance client success.

• Support Team Assistance: Provide low-level support to the customer support team, aiding in the resolution of complex issues or escalated client problems.

• Feedback and Reporting: Collect and analyze client feedback to lead product improvements and service enhancements.

• Provide On-Going Training: Deliver customized product training sessions to client groups, ensuring they have the knowledge and skills to effectively utilize our solutions, and provide ongoing support as needed to facilitate optimal product usage and customer satisfaction.

• Work with the support team on implementation and brand inquiries to ensure satisfactory resolutions.

 Skills and Experiences needed for success in this role:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field or years of experience.

• Proven track record as a Customer Success Manager, Account Manager, or similar customer-focused role.

• Strong understanding of customer success operations and experience in managing client relationships within a technology-driven environment.

• Strong problem-solving skills, project management, time management.

• Excellent communication, negotiation, and presentation skills.

• Strong analytical skills with an ability to translate data into actionable plans.

Preferred Skills:

• Business Consulting, Operations or Marketing background in a franchise system

• In-depth knowledge of SaaS software or similar analytical tools.

• Experience in managing strategic accounts and driving customer engagement in a SaaS environment.

 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. This position will require 10-20% travel.

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 on-target earnings compensation (base + commissions) for this position is $95,000 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.