Director of Customer Success
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Job Description
Director of Customer Success leading Customer Success teams for EverCommerce's SaaS platforms. Overseeing renewals, product adoption, and onboarding customer success initiatives across multiple products.
Responsibilities:
- Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding).
- Own renewal metrics and revenue retention (GRR) across both product lines.
- Develop and execute strategies to reduce churn, improve renewal rates, and identify expansion opportunities within the existing customer base.
- Oversee the CSM team responsible for driving product adoption and measurable customer outcomes.
- Partner with Product and Engineering to stay ahead of platform changes and ensure your team can communicate value effectively.
- Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live.
- Define and track team KPIs including renewal rates, CSAT, product adoption, time-to-onboard, and churn.
- Provide regular reporting to leadership and proactively surface risks and opportunities.
- Build, maintain, and continuously improve CS playbooks, escalation frameworks, and customer engagement cadences for each CSM motion.
- Partner closely with Sales, Product, Engineering, Marketing, and Support to represent customer needs, influence product roadmap decisions, and ensure a seamless customer experience across the full lifecycle.
- Partner with Talent Acquisition and HR to recruit, hire, and onboard top CS talent.
Requirements:
- 8+ years of customer success experience
- At least 5 years in a people management role
- An experienced customer success leader with a proven track record of managing and developing CSM teams in a B2B SaaS environment.
- Thrive in a multi-product environment and are comfortable leading teams with distinct but complementary customer success motions — renewal, adoption, and technical onboarding.
- Data-driven and use metrics to make decisions, prioritize team focus, and communicate performance to leadership
- Strong coach who invests in the development of your team and creates clear paths for growth.
- Understand AI-powered products and are energized by the opportunity to lead a team supporting a fast-evolving AI communication platform.
- Build strong cross-functional relationships and are comfortable representing the voice of the customer across Sales, Product, Engineering, and Support.
- Clear and confident communicator who can navigate difficult customer situations and guide your team through escalations.
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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