We are looking for a Manager, Customer Success to focus on our Security & Alarm division, Bold Group. Bold Group, a division of EverCommerce, serves the electronic security industry with the most comprehensive array of alarm monitoring and integrated business management software solutions tailored to achieve optimal business performance. Bold Group's product portfolio features the renowned alarm monitoring systems Manitou and Stages™. These leading alarm monitoring systems are complemented by the industry's top accounting and business management systems: the SedonaOffice suite, AlarmBiller and Managely.

The Manager, Customer Success is a hands-on leadership role responsible for driving customer adoption, business outcomes, retention, renewal, and long-term customer value while directly leading a team of Customer Success Managers (CSMs). This is a player-coach position that balances people leadership with ownership of a portfolio of strategic enterprise customers. The Manager serves as both an experienced Customer Success leader and an individual contributor, providing executive-level engagement for key accounts while coaching the team to deliver consistent customer outcomes. This role develops and executes the Customer Success strategy, partners closely with Sales, Product, Support, Professional Services, Revenue Operations, and Operations, and drives scalable processes that help customers realize measurable business value.

Responsibilities

Customer Success Leadership

• Lead, mentor, and develop a team of Customer Success Managers through regular coaching, performance management, career development, and skill-building.
• Establish clear goals, success metrics, and accountability.
• Develop and execute the Customer Success strategy to maximize customer adoption, retention, and long-term customer value.
• Foster a high-performance, customer-centric culture focused on customer outcomes, operational excellence, and continuous improvement.
• Support hiring, onboarding, and development of Customer Success talent.

Player-Coach Responsibilities

• Personally manage a portfolio of strategic or high-value enterprise customers, serving as the executive sponsor and trusted advisor.
• Lead Executive Business Reviews (EBRs/QBRs), renewal strategy discussions, adoption planning, and executive stakeholder engagement.
• Partner with Sales on expansion opportunities, account planning, and commercial strategy.
• Act as an escalation point for complex customer situations and coordinate cross-functional resolution efforts.

Customer Outcomes & Retention

• Drive customer adoption, value realization, and long-term retention across both personal accounts and the broader team portfolio.
• Monitor customer health indicators, identify risks early, and implement proactive success plans.
• Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices.
• Ensure successful onboarding, product adoption, and realization of customer business objectives.

Operational Excellence

• Design, document, refine, and scale Customer Success processes, playbooks, and best practices.
• Identify opportunities to automate manual activities and improve team productivity through technology and workflow optimization.
• Ensure Customer Success activities are consistently documented within CRM and business systems.
• Define and maintain KPIs and automated dashboards that provide visibility into customer health, renewals, adoption, retention, satisfaction, and team performance.
• Champion operational consistency while improving efficiency and customer experience.
• Lead Customer Success initiatives that improve scalability, customer experience, and operational maturity.

Cross Functional Collaboration

• Partner with Product Management to collect, prioritize, and communicate customer feedback while providing business justification for roadmap decisions.
• Partner with Support and Professional Services to ensure seamless customer experiences.
• Work closely with Revenue Operations and Sales Leadership on forecasting, renewals, and expansion planning.

Voice of the Customer

• Serve as the voice of the customer across the organization.
• Develop structured processes for collecting, prioritizing, and communicating customer feedback.
• Translate customer insights into recommendations that improve adoption, retention, customer experience, and product strategy.

Success Measures

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer adoption and utilization
• Customer health improvements
• Renewal and retention rates
• Reduction in churn and escalations
• Executive Business Review completion
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS), where applicable
• Team performance and employee development
• Operational efficiency improvements

Skills and Experience needed for success in this role:

• 2-5+ years of Customer Success, Account Management, or related SaaS experience.
• 1-4+ years of people management experience leading Customer Success teams.
• Experience managing enterprise and strategic customer relationships.
• Demonstrated success owning renewals, customer retention, adoption, and expansion initiatives.
• Strong executive communication and presentation skills.
• Experience working cross-functionally with Product, Sales, Support, and Operations.
• Strong analytical and problem-solving skills with experience using customer health metrics and success KPIs.

Preferred

• Experience in enterprise SaaS, DevOps, QA, software testing, or developer tooling.
• Experience with CRM and Customer Success platforms.
• Experience leading Executive Business Reviews and strategic account planning.

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 the United States or Canada - if you're close to one of our offices, we can set you up in-office or you can work 100% remotely. Will need to travel up to 25% in US and Canada. 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
• 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