EverWell - Customer Success Team Lead (Remote, UK)

Customer Success Team Lead UK

EverCommerce is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and the Wellness industry, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team.

Timely and SalonBiz serve over 29,000 customers across 100 countries and are part of the wider EverCommerce ecosystem. Together, we simplify and empower the lives of hair and beauty professionals by building the leading SaaS platform for this industry. All roads lead to an EverWell, and this role plays a pivotal part in creating a consistent global approach to Customer Success with a focus on retention, payments adoption, and delivering success at scale.

This is where you come in! As Customer Success Team Lead UK, you'll lead a team responsible for ensuring customers in the UK achieve measurable success with our platform. You'll oversee both onboarding and ongoing relationship management, driving value realization, product adoption, and customer retention outcomes. This is a player-coach role : you'll lead and mentor your team while also directly engaging in key customer initiatives that impact churn, onboarding performance, and payments adoption. This position requires a data-driven professional with a passion for delivering measurable results and a deep understanding of the needs of small businesses. The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution. While at the same time helping to reduce churn amongst our customer base.

What you'll be responsible for :

• Retention & Growth : Own UK churn and retention targets, implementing proactive interventions and playbooks to improve customer outcomes.
• Payments Growth : Drive adoption of payments products across new and existing customers, supporting TPV growth and recovery programs.
• Onboarding & Experience : Optimize the onboarding journey to ensure customers realize value quickly, with seamless migrations and a strong start.
• Scaling Success : Evolve our Customer Success approach, blending tech-touch and high-touch engagement to deliver scalable impact.
• Leadership : Lead, coach, and develop a UK-based Customer Success team, fostering a culture of collaboration, accountability, and continuous improvement.

What you'll bring :

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every single bullet point above. So if you think you have what it takes but don't meet every sinle bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us?

We lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We're big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year. We trust our team to work where they are the most productive. You'll have the flexibility to work from home and we provide a high-spec home office set up. We set a high bar and support our team to innovate and focus on continuous growth. You'll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!