Original listing text, shown exactly as published by the company.
Responsibilities
- Team Leadership & Development: Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding). Foster a high-performance, collaborative culture focused on customer outcomes.
- Revenue Retention: Own renewal metrics and revenue retention (GRR) across both product lines. Develop and execute strategies to reduce churn, improve renewal rates, and identify expansion opportunities within the existing customer base.
- Product Adoption & Expansion: Oversee the CSM team responsible for driving product adoption and measurable customer outcomes. Partner with Product and Engineering to stay ahead of platform changes and ensure your team can communicate value effectively.
- Technical Onboarding Oversight: Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live.
- Performance Management & Reporting: Define and track team KPIs including renewal rates, CSAT, product adoption, time-to-onboard, and churn. Provide regular reporting to leadership and proactively surface risks and opportunities.
- Process & Playbook Development: Build, maintain, and continuously improve CS playbooks, escalation frameworks, and customer engagement cadences for each CSM motion. Identify and implement process improvements that drive scale and consistency.
- Cross-Functional Collaboration: Partner closely with Sales, Product, Engineering, Marketing, and Support to represent customer needs, influence product roadmap decisions, and ensure a seamless customer experience across the full lifecycle.
- Hiring & Workforce Planning: Partner with Talent Acquisition and HR to recruit, hire, and onboard top CS talent. Manage team capacity in alignment with customer portfolio growth across both product lines.
Skills and Experience needed for success in this role
- 8+ years of customer success experience
- At least 5 years in a people management role
- An experienced customer success leader with a proven track record of managing and developing CSM teams in a B2B SaaS environment.
- Thrive in a multi-product environment and are comfortable leading teams with distinct but complementary customer success motions — renewal, adoption, and technical onboarding.
- Data-driven and use metrics to make decisions, prioritize team focus, and communicate performance to leadership.
- Strong coach who invests in the development of your team and creates clear paths for growth.
- Understand AI-powered products and are energized by the opportunity to lead a team supporting a fast-evolving AI communication platform.
- Build strong cross-functional relationships and are comfortable representing the voice of the customer across Sales, Product, Engineering, and Support.
- Clear and confident communicator who can navigate difficult customer situations and guide your team through escalations.
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.
