Customer Success Manager, MarkerSharp (Remote, US)

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

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

EverCommerce’s EverPro vertical offers cloud-based solutions for home and field services professionals. In this role, you’ll oversee teams supporting our CRM products – improveit 360 (business enterprise CRM) and MarketSharp (SMB marketing and management CRM). Our mission is to help remodelers and home improvement professionals be more successful by improving how they attract, service, and engage customers. Our platforms automate and streamline lead management, appointment setting, estimating, sales follow-up, project management, and business intelligence. We are looking for innovative leaders to join our team and help drive growth, retention, and operational excellence.

Our ideal candidate is a seasoned customer success manager with prior experience being accountable with named accounts in a professional service delivery and/or technical support environment. They are comfortable interacting with all levels of management and roles within the client organization. The candidate has prior experience scaling customer engagement, adoption, and renewal models. They are able 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 problem is essential, as well as being able to learn and assimilate technical information quickly.

Responsibilities:

• Manage customer accounts in various stages of the 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 and Engineering while initiating discussions and brainstorming sessions to optimize solutions for our customers.

• Explains 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

• Understands and utilizes the resources available for getting answers to product questions – i.e. Slack & Teams channels

• 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.

• Contributes to enablement resources that empower the entire Customer Success team to scale.

Skills and Experience needed for success in this role:

• 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 Salesforce.

• 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 customer support methods; Salesforce.

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.

Our team is spread out and has major offices in Columbus, Ohio and La Crosse, Wisconsin. Performance matters more than geography. Our collaborative office spaces are filled with high-energy, talented professionals who are passionate about their work and enjoy each other's company.

Benefits and Perks:

• Flexibility to work where/how you want – in-office, remote, or hybrid

• Continued investment in your professional development

• Robust health and wellness benefits

• 401k with up to a 4% match

• Monthly wellness stipend

• Flexible and generous time off (FTO)

• Employee Stock Purchase Program

• Student Loan Repayment Program

Compensation:

The target base compensation for this position is $40,000 - $50,000 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