Customer Success Manager

EverCommerce

Customer Success Manager for EverCommerce managing Security and Alarm customers in a SaaS environment. Focused on onboarding and maintaining exceptional customer relationships while driving growth and retention.

Posted 7/24/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$98,000 - CA$110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success Management, with a strong focus on building relationships, driving customer adoption, and delivering value through effective communication and project management. Proven ability to manage executive relationships and translate business requirements into actionable solutions in a SaaS, B2B environment.

Highest-signal resume keywords

Customer Success ManagementProject ManagementExecutive Relationship ManagementCustomer Health ScoringAnalytical Problem-Solving

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Success Best PracticesSaaS ExperienceB2B Account ManagementBusiness Value TranslationRisk Management

Soft Skills

Excellent CommunicationInterpersonal SkillsCustomer-Centric ApproachAdaptability

Industry Keywords

ERP SoftwareAlarm Monitoring SoftwareStakeholder ManagementIncremental Revenue GenerationCustomer Advocacy

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Responsible for a portfolio of key customers
Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
Driving incremental revenue from up-selling additional solutions
Work with our customers to ensure they maximize their potential using our software
As part of the onboarding team, ensure the customers have a seamless experience
Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
Internal stakeholder management, to ensure complete business support
Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
Measure, monitor, and report internally and externally to Customer Stakeholders
Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
Work cross-departmentally to find solutions to complex scenarios and integration issues
Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
Work transparently to surface customer problems and allow others to participate in solving them

Requirements

What you’ll need

3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
Advanced project management experience & skills
Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers
Ability to manage executive relationships and discussions
Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
Understand customer health scoring and predictive risk management to prevent and resolve risk
Excellent communication and interpersonal skills
Strong analytical and problem-solving abilities
Customer-centric approach with a focus on building relationships
Ability to flex and adapt to changing customer needs and priorities
Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events.

Benefits

Comp & 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
3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
Employee Stock Purchase Program
Registered Retirement Savings Plan (RRSP) with 4% company match