[Hiring] Customer Success Manager @EverCommerce

Role Description

We are looking for a Customer Success Manager to focus on our MarketSharp product line within Customer Experience Solutions. MarketSharp helps home improvement and remodeling businesses manage leads, streamline sales and marketing workflows, strengthen customer relationships, and drive measurable growth through a purpose-built CRM platform.

The ideal candidate will serve as a day-to-day partner and trusted advisor to customers, with a primary focus on driving retention, strengthening customer relationships, and helping clients achieve continued value from the organization’s products and services. This role provides support, guidance, and product knowledge to ensure customers remain engaged, satisfied, and successful throughout the customer lifecycle.

The Customer Success Manager will proactively monitor customer health, identify retention risks, and address customer needs, challenges, and opportunities before they impact satisfaction or renewal outcomes. This individual will collect and respond to customer feedback, provide focused support and best-practice guidance, and help increase product adoption, engagement, and long-term value.

This role will collaborate closely with Sales, Product, Support, Implementation, and other customer-facing teams to resolve issues, improve the customer experience, and support renewal goals. The Customer Success Manager will also act as the voice of the customer internally by sharing insights, product feedback, and recommendations that help improve retention, customer success, and continued customer growth.

Responsibilities

• Manage and grow relationships with a portfolio of customers, serving as their primary point of contact and trusted advisor for both the team and an owed book of business.
• Drive customer adoption, engagement, and long-term value from the CRM platform.
• Monitor customer health, usage trends, and satisfaction to identify risks and opportunities.
• Proactively address customer questions, concerns, and escalations in a timely and professional manner.
• Partner with Sales, Support, Product, and Implementation teams to deliver a seamless customer experience.
• Identify opportunities for account growth, renewals, upsells, and expanded product usage.
• Gather customer feedback and share insights with internal teams to improve the product and customer experience.
• Maintain accurate account notes, activity records, and customer success plans in the CRM.
• Support retention goals by increasing customer loyalty, reducing churn, and demonstrating measurable business impact.

Qualifications

• 4+ years working in a B2B client-facing account management, support or project management role, preferably involving SaaS.
• 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 Salesforce.
• 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.

Preferred Skills and Experience

• Zendesk customer support methods.
• Salesforce.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid.
• Day 1 access to a robust health and wellness benefits, including an annual wellness stipend.
• 401k with up to a 4% match and immediate vesting.
• Flexible and generous (FTO) time-off.
• Employee Stock Purchase Program.

Compensation

The target base compensation for this position is $60,000 to $70,000 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.

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. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals.

With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications.