EverCommerce Payments - Customer Success Manager (Remote, US)

EverCommerce is a service commerce platform that provides end-to-end SaaS solutions and embedded payments for businesses in the home, health, and wellness industries. The Customer Success Manager will manage a portfolio of strategic customers, build trusted relationships, drive adoption of payment and software solutions, identify expansion opportunities, and support retention and growth.

Responsibilities:

• Establish yourself as a trusted advisor to your accounts, lending your business acumen to growing SMBs
• Master our payment solutions, supported products and services, and integration capabilities in order to provide small business customers with consultative guidance
• Scale playbooks and best practices across multi-location accounts, third-party partners, integrated software solutions
• Ongoing management of 1:1 accounts and implement 1:many strategies for channel growth
• Identify on-going sales opportunities within portfolio to generate growth, referrals, and new leads
• Upsell unused functionality and features in order to increase utilization, revenue, and reduce attrition
• Passionately support EVCM Payments /PaySimple's commitment to create an outstanding experience for all of our customers

Requirements:

• You are an experienced and strategic account manager who has managed a large portfolio of accounts, preferable in the SaaS space
• You have experience scaling playbooks and balancing 1:1 and 1:many outreach
• You are comfortable and confident in outbound communication to a diverse set of stakeholders and company representatives
• You are a self-motivated individual who prides yourself on building and leveraging relationships to drive revenue, advocating for customers, and keeping cool under pressure
• You have experience in onboarding or implementation, showing you can communicate the benefits of change and drive deep and successful adoption of a new tool
• You are motivated by helping businesses find efficiency and reach their potential and have a knack for leveraging multiple relationships to reach goals
• You are driven to exceed company, team and individual goals
• You thrive in an environment that you can help evolve, grow, and improve as we expand into new territories, businesses, and products
• You are comfortable and confident working with large data sets in order to make recommendations to small business owners and/or track and report on the performance of your portfolio
• Experience and demonstrated success in a high-volume sales or account management capacity, engaging with VP/C-suite/SMB owners
• Organized, detail-oriented individual capable of meeting short-deadline goals on a daily basis
• Ability to prioritize the most important activities daily to maximize time spent on each account
• Strong excel skills with the ability to understand, analyze and interpret data to make organizational, planning and problem-solving decisions
• Strong written and oral communication skills
• A team player who performs well independently
• Ability to multitask, take direction and execute with precision
• Must be a confident, adaptable self-starter
• you must be eligible to work without sponsorship to qualify for this position
• this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America
• 2–4 years managing a portfolio of accounts (SaaS account management a plus)
• Previous payment processing related experience a plus
• Not required, but highly valued: experience in the electronic payment processing industry, associated pricing models, and industry best practices