EverPro - Customer Experience Enablement Manager (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 725,000+ 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 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 a Customer Experience Enablement Manager to support our EverPro Customer Experience organization. 

EverPro is EverCommerce’s Home services brand, helping service-based businesses streamline operations and improve retention through better customer and service-professional experiences. 

The Customer Experience (CX) Enablement Manager designs and delivers enablement programs that improve execution, customer outcomes, and retention across EverPro’s Customer Experience organization (Customer Success, Support, and Implementation/Services). In a multi-brand environment, this role standardizes enablement where possible while tailoring programs to each brand’s customer journey, product mix, and operating rhythms. 

As a partner to CX leadership, you will identify performance gaps, set priorities, and build enablement that supports onboarding, adoption, renewals, expansion readiness, and high-quality service delivery. You will also collaborate with Product, Revenue Operations (RevOps), Sales Enablement, and Marketing to ensure CX teams have the training, content, tools, and processes needed to support customers effectively at scale. 

Responsibilities: 

CX-Wide Partnership and Prioritization 

• Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs 

• Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions 

• Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity 

Function-Specific Enablement 

• Customer Success: Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness 

• Implementation/Services: Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS 

• Support: Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction 

CX Onboarding Ownership 

• Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys 

• Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services 

Cross-Functional Collaboration 

• Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments 

• Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications) 

• Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX 

Program Management and Measurement 

• Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution 

• Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time 

• Continuously iterate enablement programs based on feedback, performance insights, and evolving