Manager, Customer Success - Fitness North America (Remote, US/CAN)

Join EverCommerce, a leading service commerce platform, on our mission to digitally transform the service economy. We're seeking a talented and experienced Manager of Customer Success to lead our team in delivering exceptional customer experiences and driving business growth in the Fitness & Wellness industry.

As a key member of our Customer Success organization, you will be responsible for developing and executing strategies to optimize customer engagement, adoption, and retention. You will lead a team of Customer Success Managers, providing coaching, mentorship, and guidance to ensure they have the skills and expertise needed to deliver consultative and solution-based account management. Your expertise will be instrumental in building and maintaining strong relationships with our strategic customers, identifying opportunities for growth, and driving revenue expansion.

Our ideal candidate is a seasoned customer success leader with a proven track record of success in scaling customer engagement and adoption. You have excellent communication and presentation skills, with the ability to effectively explain complex strategies and solutions to customers and internal stakeholders. Your technical expertise, results-driven approach, and customer-focused mindset make you an exceptional fit for this role.

Key Responsibilities:

• Develop and execute Customer Success playbooks and SOPs to drive team best practices and process efficiencies
• Build and maintain strong relationships with strategic customers, ensuring targeted outcomes and measurable value are achieved
• Coach, mentor, and lead Customer Success Managers to develop consultative and solution-based account skills
• Collaborate with internal teams, including marketing, product, and support, to deliver best-in-class customer experiences
• Track customer health, initiate growth activities, and educate customers through marketing materials and product documentation
• Monitor and improve customer success KPIs to ensure scalable processes and structures

Requirements:

• 10+ years of professional work experience, with 5+ years in Customer Success Operations or Revenue Operations
• 3+ years of team/people management experience
• Highly technical, results-driven, customer-focused, and skilled at building internal relationships
• Experience with client management systems (e.g., Salesforce) and best practices
• Strong communication, project management, and analytical skills
• Ability to manage complex processes, affect change, and develop customer and internal operational playbooks

What We Offer:

• Flexibility to work remotely or in-office, with a widely distributed team across the US and Canada
• Robust health and wellness benefits, including an annual wellness stipend
• Continued investment in your professional development through Udemy
• 401k or RRSP with company match
• Flexible and generous paid time off
• Employee Stock Purchase Program

Compensation:

The target base compensation for this position is $92K - $120K USD per year, depending on location and experience.

EverCommerce is an equal opportunity employer, and we value diversity at our company. We look forward to reviewing your credentials and getting to know more about your experience!

Apply Now to join our team and take your career to the next level!