EverPro - Manager of Customer Success; Remote

Overview

At Ever Commerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.

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:

We are looking for a Manager, Customer Success to focus on our Security & Alarm division, Bold Group. Bold Group, a division of Ever Commerce, serves the electronic security industry with the most comprehensive array of alarm monitoring and integrated business management software solutions tailored to achieve optimal business performance. Bold Group’s product portfolio features the renowned alarm monitoring systems Manitou and Stages™.

These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems: the Sedona Office suite, Alarm Biller and Managely.

The Manager, Customer Success is a hands‑on leadership role responsible for driving customer adoption, business outcomes, retention, renewal, and long‑term customer value while directly leading a team of Customer Success Managers (CSMs). This is a player‑coach position that balances people leadership with ownership of a portfolio of strategic enterprise customers. The Manager serves as both an experienced Customer Success leader and an individual contributor, providing executive‑level engagement for key accounts while coaching the team to deliver consistent customer outcomes.

This role develops and executes the Customer Success strategy, partners closely with Sales, Product, Support, Professional Services, Revenue Operations, and Operations, and drives scalable processes that help customers realize measurable business value.

• 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…