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 725,000+ 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 Wellness industries.

About the role

We are looking for a Customer Success Manager to focus on our Security and Alarm customers for Bold Group. The Customer Success Manager’s main purpose is to act as a first point of contact for our key customers, working to resolve any issues and questions, escalating more complex issues internally to ensure quick resolution, and onboarding new customers efficiently and effectively. This role is responsible for building and maintaining customer relationships, driving incremental revenue, and ensuring customers maximize their potential using our software.

Responsibilities

• Responsible for a portfolio of key customers
• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals or other key performance indicators to enable customers to achieve their goals
• Drive incremental revenue from up-selling additional solutions
• Ensure customers maximize their potential using our software
• As part of the onboarding team, ensure customers have a seamless experience
• Take accountability for the effective and efficient resolution of all customer issues, even when resolution is dependent upon third-party individuals or teams
• Internal stakeholder management to ensure complete business support
• Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure customer success, ultimately driving growth and customer retention
• Measure, monitor, and report internally and externally to customer stakeholders
• Establish regular touchpoints to review progress against technical and strategic objectives, including roadmap discussions
• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team, including Sales, Business Leads, Development, and Product partners
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them

Requirements

• 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
• Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
• Experience managing significant technology and operational programs and credibility as a trusted advisor to customer executives
• Advanced project management experience and skills
• Ability to translate business requirements into business value and work with sales, development, product, and marketing teams to promote value-driven solutions
• Ability to manage executive relationships and discussions
• Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
• Understand customer health scoring and predictive risk management to prevent and resolve risk
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Customer-centric approach with a focus on building relationships
• Ability to flex and adapt to changing customer needs and priorities
• Must be eligible to work without sponsorship in the United States or Canada

Schedule

This role can be based anywhere in the United States or Canada—fully remote, hybrid, or in-office near one of our locations. Travel is required as needed for client visits, conferences, networking events, or other work-related events.

Benefits

• Flexibility to work where/how you want within your country of employment
• 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 flexible time-off (FTO)
• Employee Stock Purchase Program

Pay

The target base compensation for this position is $70,000 - $78,000 USD per year, plus a variable component in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise.