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
About the company
Timely and SalonBiz serve over 30,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them.
This is where you come in!
As the Customer Success Team Lead for SalonBiz, you'll sit in a player/coach role, managing your own portfolio of customers while leading a team of Customer Success Managers, Coaches and Onboarding Specialists. You'll help beauty professionals get the most from SalonBiz by driving customer adoption, retention, and growth, while coaching the team to deliver exceptional customer outcomes across the entire customer lifecycle. Working closely with the Manager of Customer Success and Customer Care, you'll also support strategic initiatives and continuously improve Customer Success operations.
What you'll do.
Lead and support a team of Customer Success Managers and Onboarding Specialists, helping them grow, succeed and do their best work.
Build strong relationships with your own portfolio of customers, helping them get the most out of SalonBiz and achieve their business goals.
Help customers succeed from day one by guiding them through onboarding, adoption and long-term success.
Spot challenges early and work with your team to keep customers engaged, supported and set up for success.
Find opportunities to help customers grow, encouraging greater product adoption and use of our payments solutions.
Step in when needed to support your team with complex customer conversations and escalations.
Share ideas and improve the way we work, helping shape processes that make life easier for both customers and the team.
Create a positive team environment where collaboration, accountability and continuous learning are part of everyday work.
What you'll bring.
Proven success leading ahigh-performing Customer Success teamin a SaaS environment, with strong results across retention, customergrowthand team performance.
A track recordofenabling and empoweringteams to take ownership, make decisions and consistently deliver exceptional customer outcomes.
Experience building a culture of accountability through coaching, clearexpectationsand continuous development.
Strong commercial acumen, with the ability to balance customer success,retentionand revenue growth.
Confidence using customer health metrics and performance data to drive priorities and improve outcomes.
Exceptional stakeholder management and communication skills, with the ability to influence across all levels.
A proactive, customer-first mindset with a passion for building engaged, high-performing teams.
Where
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. 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 or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks
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
CompensationThe target base compensation for this position $120,000 USD per year with a variable component included 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!
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!
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. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, integrated payment acceptance, marketing technology, and customer engagement applications.
