[Hiring] Customer Researcher @EverCommerce

Role Description

We are looking to hire a Customer Researcher to join our research team to focus on our payments product within Invoice Simple and Joist. Payments is a core growth and retention driver across both Invoice Simple and Joist. This role plays a critical part in shaping how service professionals adopt, trust, and expand their use of payments – directly influencing conversion, retention, and long-term customer value.

Responsibilities:

• Partner closely with Product, Design, Marketing, and senior leadership to ensure customer insight directly informs product strategy, growth initiatives, and execution across the Payments experience.
• Conduct research across the full payments user journey, from onboarding and activation through ongoing usage, trust, and retention.
• Be a trusted subject-matter expert for customer research, providing clear, evidence-based recommendations to inform decisions.
• Work across departments to scope, plan, design and execute impactful research initiatives.
• Use a blend of qualitative and quantitative methods (e.g., behavioural data, surveys, funnels, and interviews) to understand payments adoption, friction, trust and behaviour.
• Utilize research findings to influence payments strategy, roadmap prioritization, and growth initiatives.
• Craft and present audience-tailored research assets (e.g., presentations, reports, one-pagers) to document and communicate your research findings.
• Foster strong collaborative relationships within the company (e.g., with product, marketing, design, sales, engineering, customer success & support, and the senior leadership team) to ensure stakeholder buy-in and contribution to cross-functional projects.

Qualifications

• 5+ years of professional research experience, with a strong background in utilizing rigorous research methods to produce empirically credible findings.
• Adept at mixed-method research, preferably stemming from a background in SaaS businesses.
• Experience translating research insights into product, growth, or business decisions – not just artifacts or reports.
• Expertise analyzing product and survey data using statistical or analytical tools (e.g., R, Python, JASP) and translating results into product decisions.
• Ability to own and independently drive research projects while involving stakeholders.
• Comfortable operating independently in initially ambiguous problem spaces who can proactively define problems, research plans, and achieve stakeholder alignment.
• Can respectfully challenge assumptions and influence decisions with evidence.
• Proficiency in owning, managing and driving multiple, parallel research projects.
• High attention to detail, complex problem-solving, and contingency planning.

Requirements

• Remote within Canada – Ideally in the Greater Toronto Area.
• Must be eligible to work without sponsorship.
• This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid.
• Robust wellness benefits, including an annual wellness stipend.
• 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you.
• Employee Stock Purchase Program.
• Registered Retirement Savings Plan (RRSP) with 4% company match.

Compensation

The target base compensation for this position is $95,000 to $110,000 CAD per year in most Canada 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.

Company Description

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention.