EverPro - Manager of Customer Success; Remote

Position: EverPro - Manager of Customer Success (Remote, ON)
Ever Commerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 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 Ever Pro, Ever Health, and Ever Well brands specializing in Home, Health, and Wellness service industries, Ever Commerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications.

Learn more  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:

We are looking for a
** Manager of Customer Success
** to focus on our
** Fieldpoint brand.
** Fieldpoint is a field service software. Our specialized integration with CRM, ERP and accounting systems provide our customers with enterprise visibility while streamlining sales and service operations. With over 25 years of experience, hundreds of valued customers in several verticals, and a solid network of reselling partners, Fieldpoint enables service organizations to run leaner, smarter and more profitably.

The Manager of Customer Success leads and manages a team of Customer Success Consultants and is accountable for driving customer adoption, satisfaction, retention, and growth for our field service software platform. This role owns the post-implementation customer experience, serves as the senior escalation point for complex customer situations, and ensures customers realize measurable business value from the platform. In addition to team leadership, this role is responsible for identifying, promoting, and selling billable professional services hours to existing customers and will personally deliver billable work as needed to support customer success and revenue goals.

The Customer Success Manager also plays an active role in customer enablement and growth through the delivery of customer webinars, knowledge-sharing sessions, and feature or module showcases designed to drive adoption and upsell opportunities. Working cross-functionally with Sales, Onboarding, Support, and Product teams, this role drives proactive risk management, supports renewals and expansion, and represents the voice of the customer internally to continuously improve outcomes and long-term customer value.
** Customer & Account Ownership
*** Own overall customer success outcomes for assigned accounts
* Serve as the senior escalation point for complex or high-risk customer situations
* Ensure customers successfully adopt the field service platform across office staff, dispatchers, and field technicians
* Understand customer business models and operational workflows (work orders, scheduling, billing, inventory, mobile usage)
* Monitor customer health, product adoption, and engagement trends across the customer base
* Proactively identify churn risks and drive action plans with Customer Success Consultants
* Lead customer health reviews and quarterly business reviews (QBRs) for key accounts
* Partner with Sales and Accounting team on renewals and expansion opportunities
* Act as the voice of the customer internally, providing structured feedback to Product and leadership teams
** Team Leadership – Customer Success Consultants
*** Lead, coach, and manage a team of Customer Success Consultants
* Set clear expectations, goals, and success metrics for Customer Success Consultants
* Conduct regular one-on-one meetings, coaching sessions, and performance reviews
* Support Customer Success Consultants with escalations, complex customer scenarios, and prioritization
* Ensure consistent customer engagement standards, playbooks, and best practices across the team
* Monitor team capacity, workload, and account assignments to ensure effective coverage
* Identify skill gaps and provide ongoing training and development for the team
* Participate in hiring, onboarding, and ramp-up of new Customer Success Consultants
*…