EverPro - Customer Success Manager (Remote, Canada)

EverCommerce is on a mission to digitally transform the service economy with tailored SaaS solutions. They are seeking a Customer Success Manager to focus on their Security and Alarm customers, responsible for onboarding new customers and maintaining strong relationships while ensuring customer success with the software.

Responsibilities:

• Responsible for a portfolio of key customers
• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
• Driving incremental revenue from up-selling additional solutions
• Work with our customers to ensure they maximize their potential using our software
• As part of the onboarding team, ensure the customers have a seamless experience
• Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
• Internal stakeholder management, to ensure complete business support
• Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
• Measure, monitor, and report internally and externally to Customer Stakeholders
• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them

Requirements:

• 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
• Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
• Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
• Advanced project management experience & skills
• 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 analytical and problem-solving abilities
• Customer-centric approach with a focus on building relationships
• 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