EverCommerce (Nasdaq: EVCM) 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. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

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://www.evercommerce.com/about-us/careers/

We are looking for a Manager of Customer Success to focus on our Fieldpoint brand.

Fieldpoint is a field service software. Our specialized integration with CRM, ERP and accounting systems provide our customers with enterprise visibility while streamlining sales and service operations. With over 25 years of experience, hundreds of valued customers in several verticals, and a solid network of reselling partners, Fieldpoint enables service organizations to run leaner, smarter and more profitably.

The Manager of Customer Success leads and manages a team of Customer Success Consultants and is accountable for driving customer adoption, satisfaction, retention, and growth for our field service software platform. This role owns the post-implementation customer experience, serves as the senior escalation point for complex customer situations, and ensures customers realize measurable business value from the platform. In addition to team leadership, this role is responsible for identifying, promoting, and selling billable professional services hours to existing customers and will personally deliver billable work as needed to support customer success and revenue goals. The Customer Success Manager also plays an active role in customer enablement and growth through the delivery of customer webinars, knowledge-sharing sessions, and feature or module showcases designed to drive adoption and upsell opportunities. Working cross-functionally with Sales, Onboarding, Support, and Product teams, this role drives proactive risk management, supports renewals and expansion, and represents the voice of the customer internally to continuously improve outcomes and long-term customer value.

Customer & Account Ownership

• Own overall customer success outcomes for assigned accounts

• Serve as the senior escalation point for complex or high-risk customer situations

• Ensure customers successfully adopt the field service platform across office staff, dispatchers, and field technicians

• Understand customer business models and operational workflows (work orders, scheduling, billing, inventory, mobile usage)

• Monitor customer health, product adoption, and engagement trends across the customer base

• Proactively identify churn risks and drive action plans with Customer Success Consultants

• Lead customer health reviews and quarterly business reviews (QBRs) for key accounts

• Partner with Sales and Accounting team on renewals and expansion opportunities

• Act as the voice of the customer internally, providing structured feedback to Product and leadership teams

Team Leadership – Customer Success Consultants

• Lead, coach, and manage a team of Customer Success Consultants

• Set clear expectations, goals, and success metrics for Customer Success Consultants

• Conduct regular one-on-one meetings, coaching sessions, and performance reviews

• Support Customer Success Consultants with escalations, complex customer scenarios, and prioritization

• Ensure consistent customer engagement standards, playbooks, and best practices across the team

• Monitor team capacity, workload, and account assignments to ensure effective coverage

• Identify skill gaps and provide ongoing training and development for the team

• Participate in hiring, onboarding, and ramp-up of new Customer Success Consultants

• Foster a culture of accountability, ownership, and customer advocacy within the team

Cross-Functional & Operational Leadership

• Partner closely with Onboarding, Support, and Product teams to ensure seamless customer experience

• Drive continuous improvement of Customer Success processes, tools, and reporting

• Track, analyze, and report on Customer Success KPIs (adoption, retention, renewals, expansion, customer health)

• Contribute to executive reporting, forecasting, and renewal planning

• Identify systemic customer issues and recommend scalable solutions

Skills and Experience needed for success in this role:

• University degree in Commerce/Business, Engineering or Computer Science

• 5 years of relevant experience as Software Consultant and/or of managing Customer Success team

• Proficiency in Microsoft SQL Server and SSRS

• Experience in business process re-engineering, preferably in CRM/ERP related projects

• Strong functional knowledge in one or more of the following areas: Microsoft CRM, Financial Applications (Accounts Receivable, Accounts Payable, General Ledger, Inventory Control), Case Management, Help Desk, Field Service Systems or Job Costing Software.

• Solid experience in Business Process Analysis

• Excellent verbal and written communicator, and strong teamwork skills

• Strong analytical and project management skills

• Willing and able to travel within North America to carry out projects (up to 25%)

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 is a hybrid role based in the Greater Toronto Area. 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 & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Robust wellness benefits, including an annual wellness stipend

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

• Registered Retirement Savings Plan (RRSP) with 4% company match

• Continued investment in your professional development

Compensation:

The target base compensation for this position is $130,000 CAD to $150,000 CAD per year in most Canadian 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.