EverPro - Manager of Customer Success (Remote, CAN)

EverCommerce is a leading service commerce platform on a mission to digitally transform the service economy. They are seeking a Manager of Customer Success to lead a team focused on driving customer adoption, retention, and long-term value while managing a portfolio of strategic enterprise customers.

Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers through regular coaching, performance management, career development, and skill-building
• Establish clear goals, success metrics, and accountability
• Develop and execute the Customer Success strategy to maximize customer adoption, retention, and long-term customer value
• Foster a high-performance, customer-centric culture focused on customer outcomes, operational excellence, and continuous improvement
• Support hiring, onboarding, and development of Customer Success talent
• Personally manage a portfolio of strategic or high-value enterprise customers, serving as the executive sponsor and trusted advisor
• Lead Executive Business Reviews (EBRs/QBRs), renewal strategy discussions, adoption planning, and executive stakeholder engagement
• Partner with Sales on expansion opportunities, account planning, and commercial strategy
• Act as an escalation point for complex customer situations and coordinate cross-functional resolution efforts
• Drive customer adoption, value realization, and long-term retention across both personal accounts and the broader team portfolio
• Monitor customer health indicators, identify risks early, and implement proactive success plans
• Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices
• Ensure successful onboarding, product adoption, and realization of customer business objectives
• Design, document, refine, and scale Customer Success processes, playbooks, and best practices
• Identify opportunities to automate manual activities and improve team productivity through technology and workflow optimization
• Ensure Customer Success activities are consistently documented within CRM and business systems
• Define and maintain KPIs and automated dashboards that provide visibility into customer health, renewals, adoption, retention, satisfaction, and team performance
• Champion operational consistency while improving efficiency and customer experience
• Lead Customer Success initiatives that improve scalability, customer experience, and operational maturity
• Partner with Product Management to collect, prioritize, and communicate customer feedback while providing business justification for roadmap decisions
• Partner with Support and Professional Services to ensure seamless customer experiences
• Work closely with Revenue Operations and Sales Leadership on forecasting, renewals, and expansion planning
• Serve as the voice of the customer across the organization
• Develop structured processes for collecting, prioritizing, and communicating customer feedback
• Translate customer insights into recommendations that improve adoption, retention, customer experience, and product strategy

Requirements:

• 2–5+ years of Customer Success, Account Management, or related SaaS experience
• 1–4+ years of people management experience leading Customer Success teams
• Experience managing enterprise and strategic customer relationships
• Demonstrated success owning renewals, customer retention, adoption, and expansion initiatives
• Strong executive communication and presentation skills
• Experience working cross-functionally with Product, Sales, Support, and Operations
• Strong analytical and problem-solving skills with experience using customer health metrics and success KPIs
• Experience in enterprise SaaS, DevOps, QA, software testing, or developer tooling
• Experience with CRM and Customer Success platforms
• Experience leading Executive Business Reviews and strategic account planning