At EverCommerce [Nasdaq: EVCM], 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 725,000+ 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 Home & Field Services, Health Services, and Wellness industries.

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://careers.evercommerce.com/us/en

About the Company

Timely and SalonBiz serve over 30,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry.

We're part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We've got big goals and we're ready to achieve them.

This is where you'll come in

As our ANZ Customer Success Manager, you'll be responsible for partnering with a portfolio of customers across Australia and New Zealand, helping them realise maximum value from Timely while driving retention, customer growth, and long-term success.

You'll proactively engage customers throughout their journey, identifying opportunities to improve adoption, increase product engagement, and reduce churn. Acting as a trusted advisor, you'll connect customers with the right solutions to help them achieve their business goals while working closely with Product, Marketing, Sales, and Support to ensure customer feedback influences continuous improvement.

This is an exciting opportunity for someone who enjoys building meaningful customer relationships, using data to drive action, and delivering commercial outcomes in a fast-paced SaaS environment.

What you'll do

• Manage a portfolio of customers, proactively identifying opportunities to improve customer health, engagement, and retention.

• Monitor customer health signals, identify at-risk customers early, and execute success plans that reduce preventable churn.

• Lead retention conversations with customers signaling churn intent, resolving issues where possible and helping customers realise ongoing value.

• Identify opportunities for package upgrades and Online Payments adoption, partnering with Sales where appropriate to support expansion.

• Deliver strategic customer conversations that align platform capabilities with customer business goals.

• Increase adoption of sticky product features that deepen customer engagement and long-term retention.

• Work proactively across your existing customer portfolio to identify growth opportunities and increase share of wallet.

• Collaborate with Product, Marketing, Support, and Sales to share customer insights and improve the customer experience.

• Contribute to global Customer Success initiatives by sharing best practice and continuously improving customer success programs.

What You'll Bring

• Experience in Customer Success, Account Management, or another customer-facing role within a SaaS or subscription business.

• A passion for helping customers succeed, with strong commercial acumen and the ability to identify growth opportunities.

• Confidence using customer data and health metrics to prioritise actions and improve outcomes.

• Excellent relationship-building, communication, and stakeholder management skills.

• Strong organisational skills with the ability to manage multiple priorities across a customer portfolio.

• A collaborative, adaptable approach, with experience working cross-functionally in a fast-paced environment.

• Experience with Customer Success platforms (e.g. Vitally or Gainsight) and exposure to SaaS, SMB, or the beauty and wellness industry is advantageous.

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.

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 identity, 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!

• This role is full time, permanent and can be based anywhere in Australia.

• You must be legally entitled to work in Australia or New Zealand.

• Applications close when we find the right person!

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.