EverPro – Director of Customer Success (Remote, US)

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 685,000+ 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 Fitness & 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 the Director of Customer Success to focus on our Security and Alarm customers for Bold Group.

As the Director of Customer Success, you will be responsible for leading the strategic direction of post-sales customer success, developing and scaling programs that drive customer satisfaction, retention, and growth, and optimizing the customer journey to maximize lifetime value (LTV). You will work closely with leadership across sales, product, development, and implementation to ensure our customers are fully realizing the value of our solution while driving strategic initiatives that result in sustainable growth and a world-class customer experience.

This is a highly visible and impactful leadership role where you will have the opportunity to shape the future of customer success, and ensure our customers derive value at every stage of their journey and contribute to our revenue growth.

Main Duties & Responsibilities:

• Strategic Leadership and Vision
• Set the strategy for the post-acquisition customer success function, ensuring alignment with overall business objectives.
  • Drive the creation and execution of strategies that maximize customer retention, upsell, and expansion, with a strong focus on ensuring customers realize the full value of our product.
  • Design and lead the development and implementation of a scalable customer success framework to optimize the customer journey from onboarding through renewals and expansions.
• Program Development and Execution
  • Lead the design and roll-out of innovative customer success programs and initiatives, such as product adoption, health scoring, and customer advocacy, tailored to the unique needs of our customers.
  • Collaborate with product and marketing teams to ensure customers are effectively educated on new features, updates, and use cases, driving higher levels of adoption and reducing churn.
  • Establish a system for proactive customer engagement, ensuring that all clients are receiving the appropriate level of support and attention based on their value and health status.
  • Responsible for continuous improvement of the customer success journey.
  • Manage a portfolio of customers.
• Customer Retention and Growth
  • Drive customer retention efforts through effective account management, renewal processes, and proactive risk mitigation strategies.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities within existing accounts, helping to expand the footprint of our solution and deepen customer relationships.
  • Own and optimize key retention metrics, including Churn, customer KPIs, Net Promoter Score (NPS), ensuring consistent growth and customer satisfaction.
• Leadership and Team Development
  • Lead, mentor, and develop a team of Customer Success Managers (CSMs) providing coaching and professional development to enhance team performance and engagement.
  • Establish clear performance goals for the team and ensure they are aligned with broader company objectives.
  • Build and nurture a high-performing customer success culture, fostering collaboration, empathy, and customer-centric thinking.
• Data-Driven Decision Making
  • Design a health metrics framework for customers.
  • Utilize customer data, feedback, and insights to continuously improve and refine the customer success strategy, programs, and processes.
  • Develop a robust reporting framework to measure key success metrics, identify trends, and communicate performance to the executive team.
  • Use data to identify at-risk customers and proactively engage with them to prevent churn and ensure satisfaction.
• Cross-Functional Collaboration
  • Provide customer feedback and insights to the product and development teams to help inform the product roadmap and improve product offerings.
  • Collaborate with Marketing to create customer advocacy programs, case studies, and reference materials that highlight customer successes and drive brand loyalty.

Requirements:

• 8-10 years leading customer-facing people teams (Minimum of 3 years’ experience working in a SaaS, B2B environment, for example, account management or customer success role.)
• 5+ years in people management (both small and large teams)
• Prior experience scaling a Customer Success/Customer Support/Implementation team
• Proven experience in customer success or account management role, ideally with an ERP
• Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
• 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 business acumen, analytical and problem-solving skills; a process orientation and innovative mindset 
• Experience managing multiple projects, work prioritization, planning and execution.
• Customer-centric approach with a focus on building relationships 
• Advanced project management experience & skills
• 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: Remote, US [Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events]
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.

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 company match at 4%
• Monthly wellness stipend
• Flexible and generous paid time off

Compensation: The target base compensation for this position is $140,000 to $160,000 USD 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.