EverPro - Manager of Customer Success (Remote, CAN)

About the Company

EverCommerce is a leading service commerce platform that creates end‑to‑end SaaS solutions for the service economy, serving over 725,000 customers across Home & Field Services, Health Services, and Wellness industries. The company is looking for a Manager, Customer Success for its Bold Group division, which serves the electronic security industry with alarm monitoring systems and business management software.

Responsibilities

• Lead, mentor, and develop a team of Customer Success Managers through coaching, performance management, career development, and skill building.
• Establish clear goals, success metrics, and accountability.
• Develop and execute the Customer Success strategy to maximize adoption, retention, and long‑term customer value.
• Foster a high‑performance, customer‑centric culture focused on outcomes, operational excellence, and continuous improvement.
• Support hiring, onboarding, and development of Customer Success talent.

Player‑Coach Responsibilities

• Personally manage a portfolio of strategic or high‑value enterprise customers as the executive sponsor and trusted advisor.
• Lead Executive Business Reviews (EBRs/QBRs), renewal strategy discussions, adoption planning, and executive stakeholder engagement.
• Partner with Sales on expansion opportunities, account planning, and commercial strategy.
• Act as an escalation point for complex customer situations and coordinate cross‑functional resolution efforts.

Customer Outcomes & Retention

• Drive customer adoption, value realization, and long‑term retention across personal accounts and the broader team portfolio.
• Monitor customer health indicators, identify risks early, and implement proactive success plans.
• Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices.
• Ensure successful onboarding, product adoption, and realization of customer business objectives.

Operational Excellence

• Design, document, refine, and scale Customer Success processes, playbooks, and best practices.
• Identify opportunities to automate manual activities and improve team productivity through technology and workflow optimization.
• Ensure Customer Success activities are consistently documented within CRM and business systems.
• Define and maintain KPIs and automated dashboards that provide visibility into customer health, renewals, adoption, retention, satisfaction, and team performance.
• Champion operational consistency while improving efficiency and customer experience.
• Lead Customer Success initiatives that improve scalability, customer experience, and operational maturity.

Cross Functional Collaboration

• Partner with Product Management to collect, prioritize, and communicate customer feedback while providing business justification for roadmap decisions.
• Partner with Support and Professional Services to ensure seamless customer experiences.
• Work closely with Revenue Operations and Sales Leadership on forecasting, renewals, and expansion planning.

Voice of the Customer

• Serve as the voice of the customer across the organization.
• Develop structured processes for collecting, prioritizing, and communicating customer feedback.
• Translate customer insights into recommendations that improve adoption, retention, customer experience, and product strategy.

Success Measures

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer adoption and utilization
• Customer health improvements
• Renewal and retention rates
• Reduction in churn and escalations
• Executive Business Review completion
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS), where applicable
• Team performance and employee development
• Operational efficiency improvements

Skills and Experience

• 2–5+ years of Customer Success, Account Management, or related SaaS experience.
• 1–4+ years of people management experience leading Customer Success teams.
• Experience managing enterprise and strategic customer relationships.
• Demonstrated success owning renewals, customer retention, adoption, and expansion initiatives.
• Strong executive communication and presentation skills.
• Experience working cross‑functionally with Product, Sales, Support, and Operations.
• Strong analytical and problem‑solving skills with experience using customer health metrics and success KPIs.
• Preferred experience in enterprise SaaS, DevOps, QA, software testing, or developer tooling.
• Experience with CRM and Customer Success platforms.
• Experience leading Executive Business Reviews and strategic account planning.

Location & Travel

This role can be based anywhere in the United States or Canada. With a widely distributed team, we are used to working remotely across different time zones. Will need to travel up to 25% in the US and Canada. This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations across North America. Please note that you must be eligible to work without sponsorship to qualify for this position.

Benefits & 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.
• Employee Stock Purchase Program.
• Registered Retirement Savings Plan (RRSP) with 4% company match.

Equal Opportunity Employer

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status.