EverPro - Customer Success Manager (Remote, US)

EverCommerce is a leading service commerce platform on a mission to digitally transform the service economy. They are seeking a Customer Success Manager to own the renewal and engagement customer account lifecycle, ensuring customer success and loyalty through effective software adoption.

Responsibilities:

• Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage
• Develop strong product knowledge to implement advanced and varied types of use cases
• Manage accounts using applicable analytic tools and prioritization methods
• Collaborate with internal teams to act as the voice of the customer and champion their needs
• Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers
• Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received
• Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
• Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
• Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc
• Empowers customers to own their own solutions
• Understands partnership software functionality and able to speak to benefits of adoption
• Contributes to enablement resources that empower the entire Customer Success team to scale

Requirements:

• 4+ years of experience within an organization that delivers B2B SaaS products
• Prior experience being accountable with named accounts in a professional service delivery and/or technical support environment
• Comfortable interacting with all levels of management and roles within the client organization
• Prior experience scaling customer engagement, adoption, expansion and renewal models
• Ability to effectively prioritize, escalate and own customer issues as required
• Excellent communication and presentation skills to effectively explain strategy, business recommendations or solutions to a customer's problems
• Ability to learn and assimilate technical information quickly
• 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers
• 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 PlanHat
• 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
• Zendesk/Jira customer support methods
• Salesforce
• Planhat