EverConnect - Customer Success Manager

Customer Success Manager

EverCommerce is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team.

The Customer Success Manager (CSM) is responsible for owning the overall relationship with Brighter Vision clients with custom SEO Optimizing packages (Tier 3 : Flourish, Thrive and Prosper Plans), Paid Media / Display ad accounts, and will report to the Customer Success Departmental Manager. This includes ensuring adoption, optimizing satisfaction, monthly reporting, and driving upsells. As a CSM, you are responsible for ensuring client longevity and continued account renewals through understanding of client SEO / Paid Media data and using it to ensure the products drive growth, churn mitigation, and coordination with the Support and Product teams to provide solutions to client needs. You regularly run into issues you haven't solved before and you work with your team to get to the bottom of those issues. You are an out-of-the-box thinker and you take the initiative to tackle new challenges.

Responsibilities Include But Are Not Limited To :

• Own the business relationship with 'Tier 3' clients in the VIP Success Team Inbox
• Work with Sales to qualify upsells of Brighter Vision 'Tier 3' Product Suite
• Serve as a liaison for the Sales and Onboarding team for 'Tier 3' client admin topics during onboarding
• Generate Monthly Reports on SEO rankings for 'Tier 3' clients
• Be able to use client data in the Brighter Insights Analytics Dashboard (Agency Analytics) to identify issues and performance strengths in order to guide productive client discussions and strategy adjustment recommendations.
• Act as a communications liaison between Technical Support, Designers, and Clients
• Take client phone and video calls
• Identify high-priority client issues to resolve cross-departmentally
• Train and assist Customer Success Specialists on their duties to include : client retention, ticket support, billing assistance, account administrative actions, client retention strategies
• Managing customer happiness

EverConnect's purpose is to accelerate growth for service based businesses by creating meaningful connections with consumers. Our niche is capturing consumer demand for service based businesses through diverse media acquisition channels on a performance basis. This role is for the Brighter Vision brand in EverConnect, which niches into Marketing Services for Private Practice Mental Health Therapist / Practitioners.

The Brighter Vision brand of EverCommerce is distributed nationally. However, the EverCommerce team is distributed globally, with more than 40 office locations in the U.S. and Canada. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States if you're close to one of our offices, we can set you up in-office with permanent space or drop-in space or you can work 100% remotely.

Skills and Experience :

Required :

Preferred :

Benefits and Perks :

Compensation : The target base compensation for this position is $50,000 USD per year + quarterly commissions in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

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!