Enterprise Customer Success Manager, CES – REMOTE
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 a Enterprise Customer Success Manager to focus on our CES Brands. Customer Experience Solutions is a business unit, under the EverCommerce parent company, that helps service businesses in North America manage their online reputation, generate business, and deliver an exceptional customer experience. Our members represent the “best of the best” in the home improvement and service industry. We are looking for talented, energetic, and motivated people to join our team to build an extraordinary company.
The Enterprise Customer Success Manager will be responsible for caring for and supporting our VIP customers across our CES brands, acting as their main point of contact and ensuring all expectations and performance metrics are being achieved. From working with C-Suite executives down to coordinating initiatives with administrative teams, the ECSM will facilitate a multitude of initiatives for our top customers whether it be project management, product implementation and training, or strategic executive planning. Relationships will be created and maintained via email communications, inbound/outbound telephone calls, training sessions, and ongoing business reviews.
Responsibilities:
- Oversight of enterprise-level relationships consisting of dozens to hundreds of individual locations and franchises
- Proactive outreach to your portfolio of customers by phone and email
- Perform recurring executive business reviews to maintain expectations, drive growth, and deliver results
- Lead web conference training sessions for customers and their teams
- Identify opportunities to increase revenue with existing customer base
- Contribute to the improvement of our Enterprise CS workflows and efficiencies
- Collaborate with sales, our member communication team, production and other functions, ensuring cohesive communications to our top customers and that deadlines are being met
- Meet or exceed quotas around revenue retention, revenue expansion, and renewals.
- Travel to partnership events and on-sight kickoffs as necessary
Skills and Experience needed for success in this role:
- 5 years or more of relevant CS or sales experience at a SaaS company including work with renewals, upsells, and revenue retention
- 2 years or more of relevant CS or sales experience working with enterprise-level customers
- Experience in print and/or digital marketing is a plus
- Experience working with large franchisors will set you apart
- Commitment to providing “wow” customer experiences, building on (and improving upon) our very high recommendation rate
- Superb telephone etiquette and eloquent prose skills
- Project management experience is preferred
- Experience with Hubspot is preferred
- Proficiency with Office 365 and Salesforce is required
- Web-savvy, comfortable with social media tools and all things web-related
- Outstanding organizational skills, with strong follow-through on tasks
- High energy, positive attitude
- A serious interest in learning, and sharing those learnings with others for the betterment of the organization
Where: This is a remote position, with office options in Oakland, Denver, and Atlanta. 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 or Canada – 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 & Perks:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k or RRSP with company match
- Annual wellness stipend
- Flexible and generous paid time off
- Employee Stock Purchase Program
Compensation:
EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $110,000-$120,000 and eligible for an additional $20,000 in variable compensation. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.
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. We look forward to reviewing your credentials and getting to know more about your experience!
