Joist - Customer Success Manager, Fixed Term, (Remote, Canada)

Fixed Term Customer Success Manager – Joist – (Remote, Canada)

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 685,000+ 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 areas of Home & Field Services, Health Services, and Fitness & 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

We are looking for a Customer Success Manager (Fixed Term) to join our Joist product team. Joist, a member of the EverPro suite of products, is an end-to-end vertical software platform for small & medium-sized trades contractors. We have a simple mission: Make Contractors Heroes. Joist provides web and mobile applications for small business contractors to estimate, invoice, record, and process payments, and manage projects from anywhere. From humble beginnings, we're now helping over 1 million contractors across North America, the UK, and Australia, making us one of the largest trades platforms in the world and we have major growth planned!

Under the guidance of the VP of Customer Success, you will work alongside your fellow CSMs with the backing of the entire Joist team to find uncommon solutions to a variety of complex problems. You’ll help our customers feel right at home with the range of SaaS and Fintech products we offer, and ensure their businesses thrive with Joist by their side for years to come.

Responsibilities:

• Responding to inbound emails through Zendesk
• Collaborating with your fellow CSMs
• Coordinating with the Customer Support team
• Working closely with Marketing, Product, Design and Research teams
• Writing and publishing learning materials
• A/V content design and creation
• Setting up outbound campaigns in LeanPlum
• Calling and emailing customers
• Tracking and reporting on campaign results

Skills and Experience needed for success in this role:

• You are a lifelong learner, always on the lookout for books and articles, tools and resources to broaden your abilities
• You confront problems head on and solve them through collaboration and critical thinking
• You seek to offer true value by first understanding the customer’s goals and needs
• You have experience working in an agile environment, where everyone rolls up their sleeves, works cross-functionally, thinks creatively, and moves quickly to achieve exceptional results and continued growth
• You establish rapport and build trust easily by learning to authentically speak the language of the customer
• You set goals and measure the impact of your efforts by actively tracking your performance and finding ways to improve
• You are adept at building content and materials that will help our customers succeed, from articles to graphics to videos
• You are well versed in SaaS and FinTech, and excited to dive into the intricacies of how both are uniquely implemented at Joist to help our customers succeed

Additional skills for success:

• A gift for speaking and writing clearly, concisely, and with impact
• An uncommon level of motivation in the face of adversity
• A big picture mindset that values teamwork as much as your own focused efforts
• A willingness to take risks and to make, admit, and learn from your mistakes
• 2+ years of experience in a SaaS-based Customer Success role
• A keen eye for detail and ability to catch the little things other people miss
• A burning desire to make Customer Success not just your career but your legacy
• A genuine passion for improving the lives of others

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 role can be based anywhere in Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. 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
• Continued investment in your professional development through Udemy
• Flexible and generous (FTO) time-off
• Registered Retirement Savings Plan (RRSP) with 4% company match
• Employee Stock Purchase Program
• Robust wellness benefits, including an annual wellness stipend

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!