Customer Success Manager (EverPro)

Role Overview

Customer Success Manager supporting Security and Alarm customers for EverCommerce (Bold Group). You’ll be the first point of contact for key accounts, ensuring successful onboarding, issue resolution, and long-term customer growth.

Responsibilities

• Act as the first point of contact for assigned key customers: resolve issues and answer questions; onboard new customers efficiently.
• Build and maintain customer relationships; partner with Sales to define Customer Success Plans with goals and KPIs.
• Drive incremental revenue through upselling additional solutions and ensuring customers maximize value from the software.
• Coordinate with internal teams to support customer success, growth, and retention.

Requirements

• Strong communication and interpersonal skills; customer-first mindset and ability to deliver a superior customer experience.
• Proven customer success or account management experience in a SaaS, B2B environment (3–5 years).
• Ability to manage executive relationships and discussions; serve as a trusted advisor.
• Strong knowledge of Customer Success best practices and the ability to define adoption-focused processes.
• Ability to translate business requirements into measurable business value and collaborate with Sales, Development, Product, and Marketing.
• Advanced project management skills and strong analytical/problem-solving abilities.
• Experience with customer health scoring and predictive risk management to prevent and resolve churn risk.
• Ability to travel as needed.

Nice to Have

• Experience managing diverse customer portfolios for a SaaS business.
• Credibility handling significant technology/operational programs.
• Prior experience with ERP or alarm monitoring software providers.