Club OS - Customer Success Manager (Remote, US)

The EverCommerce Fitness North America team is looking for a seasoned Customer Success Manager who has a passion for developing customer relationships and assisting in overall strategy, consulting and successful adoption of products and services for their customer portfolio.

You:

You are an experienced and strategic Customer Success Manager who has had the opportunity to manage a portfolio of customers. You have proven your ability to partner with clients to grow their business. You love earning a customer's confidence and enjoy serving as a trusted operational partner for their business. You are motivated by the challenge of identifying opportunities to develop, share and implement operational excellence to grow your client's customer base and revenue.

Us:

Fitness North America is part of EverCommerce's EverWell vertical, serving the Fitness and Wellness industry. Fitness North America provides streamlined day-to-day business operations, improved marketing effectiveness, and modernized engagement with customers. Our primary brands are Club OS and ASF Payment Solutions.

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our 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, embedded payment acceptance, marketing technology, and customer engagement applications.

Where:

EverCommerce has teammates distributed across the U.S. With a widely distributed team, we do work across time zones. This role can be based anywhere in the United States. If you're close to one of our offices, you can work in-office, hybrid, or the role can be 100% remote.

Responsibilities:

• Strategically manage a portfolio of enterprise customer accounts, prioritizing daily tasks with the goal to drive process improvements and business growth.
• Maintain a high level of business acumen to deliver personalized business insights to all high value customers.
• Think strategically about business solutions that are unique to each customer, creatively implementing solutions that drive process change.
• Master the ASF Payment Solutions and Club OS products and services offering to provide customers with consultative guidance on how to get the most out of our products
• Ensure a smooth handoff from the Implementation/ Training team to the Customer Success team as each new customer comes on board
• Act as a consultant to the businesses we work with - advise them on best practices for marketing to their customers and increasing their business
• Ownership of your client's operational task list and coordination for client projects, implementation of new functionality, upgrades etc.
• Identifying user needs and coordinate training and consultative services
• Nurture customer relationships to build trust
• Collaborate with other departments when necessary to achieve customer and member satisfaction.
• Partners with the Account Manager assisting in the overall strategy of the client's business plan
• Other duties as assigned.

Experience and Skills:

• 2-4 years managing a portfolio of accounts (SaaS account management a plus)
• Experience and demonstrated success in the management of multiple key accounts
• Strong skills with Microsoft Suite of products and Salesforce knowledge a plus
• Ability to understand, analyze and interpret data to make organizational, planning, and problem-solving decision
• Organized, detail-oriented individual capable of meeting short-deadline goals daily
• Ability to prioritize the most important activities daily to maximize time spent on each account
• 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 who thrives in an empowered, fast-paced environment

Benefits and Perks:

• Flexibility to work where/how you want - in-office, remote, or hybrid
• Continued investment in your professional development
• Robust health and wellness benefits
• 401k with up to a 4% match
• Monthly wellness stipend
• Flexible and generous paid time off (FTO)
• Employee Stock Purchase Program
• Student Loan Repayment Program

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, 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!