EverCommerce Payments - Customer Success Manager

About the position

At EverCommerce, 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 looking for a Customer Success Manager to join our EverCommerce Payments brand to develop deep relationships with an assigned portfolio of our most valuable customers to educate, drive adoption, and masterfully navigate value add conversations with customers who utilize our software and payment solutions. You are an experienced and strategic account manager who has managed a large portfolio of accounts, preferable in the SaaS space. You have experience scaling playbooks and balancing 1:1 and 1:many outreach. You are comfortable and confident in outbound communication to a diverse set of stakeholders and company representatives. You are a self-motivated individual who prides yourself on building and leveraging relationships to drive revenue, advocating for customers, and keeping cool under pressure. You have experience in onboarding or implementation, showing you can communicate the benefits of change and drive deep and successful adoption of a new tool. You are motivated by helping businesses find efficiency and reach their potential and have a knack for leveraging multiple relationships to reach goals. You are driven to exceed company, team and individual goals. You thrive in an environment that you can help evolve, grow, and improve as we expand into new territories, businesses, and products. You are comfortable and confident working with large data sets in order to make recommendations to small business owners and/or track and report on the performance of your portfolio.

Responsibilities

• Establish yourself as a trusted advisor to your accounts, lending your business acumen to growing SMBs
• Master our payment solutions, supported products and services, and integration capabilities in order to provide small business customers with consultative guidance
• Scale playbooks and best practices across multi-location accounts, third-party partners, integrated software solutions
• Ongoing management of 1:1 accounts and implement 1:many strategies for channel growth
• Identify on-going sales opportunities within portfolio to generate growth, referrals, and new leads
• Upsell unused functionality and features in order to increase utilization, revenue, and reduce attrition
• Passionately support EVCM Payments /PaySimple's commitment to create an outstanding experience for all of our customers

Requirements

• 2 – 4 years managing a portfolio of accounts (SaaS account management a plus)
• Experience and demonstrated success in a high-volume sales or account management capacity, engaging with VP/C-suite/SMB owners
• Organized, detail-oriented individual capable of meeting short-deadline goals on a daily basis
• Ability to prioritize the most important activities daily to maximize time spent on each account
• Strong excel skills with the ability to understand, analyze and interpret data to make organizational, planning and problem-solving decisions
• Strong written and oral communication skills
• A team player who performs well independently
• Ability to multitask, take direction and execute with precision
• Must be a confident, adaptable self-starter

Nice-to-haves

• Previous payment processing related experience a plus

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, 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
• Student Loan Repayment Program