EverPro - Customer Success Manager (Remote, US)

Summary

EverCommerce is a service commerce platform providing integrated SaaS solutions for service-based businesses. The Customer Success Manager will manage and grow a portfolio of MarketSharp customers, serving as a trusted advisor while driving adoption, engagement, retention, renewals, and long-term product value. The role also involves monitoring customer health, addressing needs, gathering feedback, and collaborating with internal teams to improve the customer experience.

Responsibilities

• Manage and grow relationships with a portfolio of customers, serving as their primary point of contact and trusted advisor for both the team and an owed book of business
• Drive customer adoption, engagement, and long-term value from the CRM platform
• Monitor customer health, usage trends, and satisfaction to identify risks and opportunities
• Proactively address customer questions, concerns, and escalations in a timely and professional manner
• Partner with Sales, Support, Product, and Implementation teams to deliver a seamless customer experience
• Identify opportunities for account growth, renewals, upsells, and expanded product usage
• Gather customer feedback and share insights with internal teams to improve the product and customer experience
• Maintain accurate account notes, activity records, and customer success plans in the CRM
• Support retention goals by increasing customer loyalty, reducing churn, and demonstrating measurable business impact

Skills

• 4+ years working in a B2B client-facing account management, support or project management role, preferably involving SaaS
• 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
• You must be eligible to work without sponsorship to qualify for this position
• Preferred skills and experience: Zendesk customer support methods; Salesforce

Qualifications

Must Haves

• 4+ years working in a B2B client-facing account management, support or project management role, preferably involving SaaS
• 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
• you must be eligible to work without sponsorship to qualify for this position

Nice to Haves

• Preferred skills and experience: Zendesk customer support methods; Salesforce

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program