EverPro - Customer Success Manager, (Remote US)

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. Learn more at EverCommerce .com.

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:

EverPro, a business within EverCommerce , provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth.

Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses.

We are looking for a Customer Success Manager to focus on our GuildQuality product line within Customer Experience Solutions : pulseM, Customer Lobby, GuildQuality and Listen360. Our software enables businesses to effortlessly connect with their customers, build trust and loyalty, and most importantly, reach higher levels of success. The ideal candidate will be responsible for nurturing relationships with our client base at scale, ensuring they receive significant value from our products. This role involves a mix of relationship management, strategic account oversight, and direct support to enhance client loyalty and retention.

Responsibilities:

- Client Relationship Management: Establish and maintain relationships with clients. Serve as the main point of contact and build an advisory relationship at scale. This position will be responsible for oversight of clients at scale.

- ROI Optimization: Utilize deep product knowledge to help clients understand the value and ROI of their investments in our solutions. Guide clients in optimizing their use of our products to achieve their business goals.

- Sales Opportunities: Identify opportunities to upsell and cross-sell features that enhance client success.

- Support Team Assistance: Provide low-level support to the customer support team, aiding in the resolution of complex issues or escalated client problems.

- Provide On-Going Training: Deliver customized product training sessions to client groups, ensuring they have the knowledge and skills to effectively utilize our solutions, and provide ongoing support as needed to facilitate optimal product usage and customer satisfaction.

- Work with the support team on implementation and brand inquiries to ensure satisfactory resolutions.

Skills and Experiences needed for success in this role:

- Bachelor’s Degree preferred 

- 2-5 years relevant service/relationship management experience  

- Proven track record as a Customer Success Manager, Account Manager, or similar customer-focused role.

- Strong understanding of customer success operations and experience in managing client relationships within a technology-driven environment.

- Strong problem-solving skills, project management, time management.

- Excellent communication, negotiation, and presentation skills.

- Strong analytical skills w