EverPro – Director of Customer Success (Remote, US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries. 

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en 

We are looking for the Director of Customer Success to focus on our Security and Alarm customers for Bold Group.

As the Director of Customer Success, you will be responsible for leading the strategic direction of post-sales customer success, developing and scaling programs that drive customer satisfaction, retention, and growth, and optimizing the customer journey to maximize lifetime value (LTV). You will work closely with leadership across sales, product, development, and implementation to ensure our customers are fully realizing the value of our solution while driving strategic initiatives that result in sustainable growth and a world-class customer experience.

This is a highly visible and impactful leadership role where you will have the opportunity to shape the future of customer success, and ensure our customers derive value at every stage of their journey and contribute to our revenue growth.

Main Duties & Responsibilities:

• Strategic Leadership and Vision
• Set the strategy for the post-acquisition customer success function, ensuring alignment with overall business objectives.
  • Drive the creation and execution of strategies that maximize customer retention, upsell, and expansion, with a strong focus on ensuring customers realize the full value of our product.
  • Design and lead the development and implementation of a scalable customer success framework to optimize the customer journey from onboarding through renewals and expansions.
• Program Development and Execution
  • Lead the design and roll-out of innovative customer success programs and initiatives, such as product adoption, health scoring, and customer advocacy, tailored to the unique needs of our customers.
  • Collaborate with product and marketing teams to ensure customers are effectively educated on new features, updates, and use cases, driving higher levels of adoption and reducing churn.
  • Establish a system for proactive customer engagement, ensuring that all clients are receiving the appropriate level of support and attention based on their value and health status.
  • Responsible for continuous improvement of the customer success journey.
  • Manage a portfolio of customers.
• Customer Retention and Growth
  • Drive customer retention efforts through effective account management, renewal processes, and proactive risk mitigation strategies.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities within existing accounts, helping to expand the footprint of our solution and deepen customer relationships.
  • Own and optimize key retention metrics, including Churn, customer KPIs, Net Promoter Score (NPS), ensuring consistent growth and customer satisfaction.
• Leadership and Team Development
  • Lead, mentor, and develop a team of Customer Success Managers (CSMs) providing coaching and professional development to enhance team performance and engagement.
  • Establish clear performance goals for the team and ensure they are aligned with broader company objectives.
  • Build and nurture a high-performing customer success culture, fostering collaboration, empathy, and customer-centric thinking.
• Data-Driven Decision Making
  • Design a health metrics framework for customers.
  • Utilize customer data, feedback, and insights to continuously improve and refine the customer success strategy, programs, and processes.
  • Develop a robust reporting framework to measure key success metrics, identify tre