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- Tasks: Lead a team to ensure customer success and drive product adoption.
- Company: EverCommerce, a leading service commerce platform with a focus on innovation.
- Benefits: Flexible remote work, professional development budget, and extra annual leave.
- Why this job: Make a real impact in customer success while working with a dynamic team.
- Qualifications: Experience in Customer Success or Account Management within a SaaS environment.
- Other info: Join a diverse team that values inclusion and work-life balance.
The predicted salary is between 36000 - 60000 £ per year.
EverWell – Customer Success Team Lead (Remote, UK)
EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service‑based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and the Wellness industry, EverCommerce solutions include end‑to‑end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.
About The Company
Timely and SalonBiz serve over 29,000 customers across 100 countries and are part of the wider EverCommerce ecosystem. Together, we simplify and empower the lives of hair and beauty professionals by building the leading SaaS platform for this industry. All roads lead to a EverWell, and this role plays a pivotal part in creating a consistent global approach to Customer Success — with a focus on retention, payments adoption, and delivering success at scale.
This is where you come in!
As Customer Success Team Lead – UK, you’ll lead a team responsible for ensuring customers in the UK achieve measurable success with our platform. You’ll oversee both onboarding and ongoing relationship management, driving value realisation, product adoption, and customer retention outcomes.
This is a player‑coach role: you’ll lead and mentor your team while also directly engaging in key customer initiatives that impact churn, onboarding performance, and payments adoption. This position requires a data‑driven professional with a passion for delivering measurable results and a deep understanding of the needs of small businesses.
What You\’ll Be Responsible For.
- Retention & Growth: Own UK churn and retention targets, implementing proactive interventions and playbooks to improve customer outcomes.
- Payments Growth: Drive adoption of payments products across new and existing customers, supporting TPV growth and recovery programs.
- Onboarding & Experience: Optimise the onboarding journey to ensure customers realise value quickly, with seamless migrations and a strong start.
- Scaling Success: Evolve our Customer Success approach, blending tech‑touch and high‑touch engagement to deliver scalable impact.
- Leadership: Lead, coach, and develop a UK‑based Customer Success team, fostering a culture of collaboration, accountability, and continuous improvement.
What You’ll Bring.
- Proven leadership experience in Customer Success, Onboarding, or Account Management within a SaaS environment.
- Demonstrated ability to manage retention and growth metrics in a subscription business.
- Strong understanding of SMB customer behaviour and the dynamics of a low‑ACV, high‑volume model.
- Experience with payments or fintech integrations (advantageous).
- Experience working in a global organisation.
- Data‑driven approach, with experience using CS tools such as Vitally, or equivalent.
- Exceptional communication, collaboration, and problem‑solving skills.
- Adaptability and comfort with change as we scale global CS operations.
Why join us?
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. Flexibility to work from home is provided, along with a high‑spec home office set‑up. Professional development budget and an annual wellness allowance support your growth and wellbeing.
- This role is full time, permanent and can be based anywhere in the UK.
- You must be legally entitled to work in the UK.
- Applications close when we find the right person!
EverCommerce is an equal‑opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, colour, 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!
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EverWell - Customer Success Team Lead (Remote, UK) employer: EverCommerce
Contact Detail:
EverCommerce Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EverWell - Customer Success Team Lead (Remote, UK)
✨Tip Number 1
Get to know the company inside out! Research EverCommerce and its products, especially in the Customer Success space. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to Customer Success and leadership. Think about how you can demonstrate your data-driven approach and experience with SMBs to really impress them.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace EverWell - Customer Success Team Lead (Remote, UK)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success and SaaS. We want to see how your skills align with our goals at EverWell!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven retention and growth in previous roles. We love data-driven results, so numbers are your best friend here!
Be Authentic: Let your personality shine through in your application. We value inclusion and uniqueness, so don’t be afraid to show us who you are and what makes you a great fit for our team.
Apply Through Our Website: For the best chance of success, make sure to submit your application directly through our website. It’s the easiest way for us to review your credentials and get to know you better!
How to prepare for a job interview at EverCommerce
✨Know Your Numbers
As a Customer Success Team Lead, you'll need to be data-driven. Brush up on key metrics related to customer retention and growth. Be ready to discuss how you've used data in past roles to drive success and improve outcomes.
✨Showcase Your Leadership Style
This role involves leading a team, so think about your leadership approach. Prepare examples of how you've coached and developed team members in the past. Highlight your ability to foster collaboration and accountability within a team.
✨Understand the Customer Journey
Familiarise yourself with the onboarding process and customer experience. Be prepared to discuss strategies for optimising these areas. Show that you understand the importance of a seamless transition for customers and how it impacts retention.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific customer situations or challenges. Think through potential scenarios related to churn, payments adoption, and customer engagement. This will demonstrate your problem-solving skills and adaptability.