EverPro - Manager of Customer Success; Remote
Remote / Online - Candidates ideally in
Denver, Denver County, Colorado, 80285, USA
Listed on 2026-07-25
Denver, Denver County, Colorado, 80285, USA
Listing for:
EverCommerce
Remote/Work from Home
position Listed on 2026-07-25
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, Account Manager, CRM System
Job Description & How to Apply Below
About the Company
Ever Commerce is a leading service commerce platform that creates end‑to‑end SaaS solutions for the service economy, serving over 725,000 customers across Home & Field Services, Health Services, and Wellness industries. The company is looking for a Manager, Customer Success for its Bold Group division, which serves the electronic security industry with alarm monitoring systems and business management software.
Responsibilities- Lead, mentor, and develop a team of Customer Success Managers through coaching, performance management, career development, and skill building.
- Establish clear goals, success metrics, and accountability.
- Develop and execute the Customer Success strategy to maximize adoption, retention, and long‑term customer value.
- Foster a high‑performance, customer‑centric culture focused on 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 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 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.
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer adoption and utilization
- Customer health improvements
- Renewal and retention rates
- Reduction in churn and escalations
- Executive Business Review completion
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS), where applicable
- Team performance and employee development
- Operational efficiency improvements
- 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…
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