Customer Success Manager
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Job Description
Customer Success Manager at EverCommerce managing B2B SaaS customer accounts. Focused on customer engagement, loyalty, and success through effective communication and collaboration.
Responsibilities:
- Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage.
- Develop strong product knowledge to implement advanced and varied types of use cases.
- Manage accounts using applicable analytic tools and prioritization methods.
- Collaborate with internal teams to act as the voice of the customer and champion their needs.
- Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers.
- Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received.
- Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
- Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
- Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.
- Empowers customers to own their own solutions.
- Understands partnership software functionality and able to speak to benefits of adoption.
- Contributes to enablement resources that empower the entire Customer Success team to scale.
Requirements:
- 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers.
- Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
- Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.
- Able to identify risks and opportunities and understands what actions to take in these scenarios.
- Successfully identifies and catalogs champions within customer accounts.
- Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
- Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat
- Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
- Track record in driving customer engagement and loyalty.
- Innovative thinking and bias for action balanced with a strong customer and quality focus.
- Persuasive communicator with both clients and internal company teams and staff.
- Intellectually robust and agile, with the ability to make quick decisions as needed.
- Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
- Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required.
- Preferred skills and experience: Zendesk/Jira customer support methods; Salesforce; Planhat.
Benefits:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
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