EverPro - Customer Success Manager (Remote, Canada)

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.

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 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 to the best of their ability, escalating more complex issues internally to ensure quick resolution, and, most importantly, onboarding our new customers efficiently and effectively. The Customer Success Manager is responsible for building and maintaining customer relationships.

We are looking for an individual with exceptional communication skills who loves speaking to people and has a natural ability to deliver superior customer experience. Previous experience managing a diverse customer portfolio in a SaaS business would be highly advantageous.

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

• Driving incremental revenue from up-selling additional solutions

• Work with our customers to ensure they maximize their potential using our software

• As part of the onboarding team, ensure the customers have a seamless experience

• Taking accountability, always, 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 our customer’s 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

Skills and Experience needed for success in this role:

• 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 in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs

• Advanced project management experience & skills

• Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers

• 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

• Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events

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 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. This role will require travel as needed, for client visits, conferences, networking events, or other work-related events.

Benefits and Perks

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust wellness benefits, including an annual wellness stipend
• 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you 
• Employee Stock Purchase Program
• Registered Retirement Savings Plan (RRSP) with 4% company match 

Compensation: The target base compensation for this position is $98,000–$110,000 CAD annually per year and a variable component included in most Canada 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.