EverWell - Customer Success Team Lead (Remote, UK)

EverCommerce; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading service commerce platform is seeking a Customer Success Team Lead in the UK. This role involves leading a team focused on customer retention and onboarding while fostering a culture of collaboration. The ideal candidate has strong leadership experience in Customer Success and a data-driven approach to improving customer outcomes. This full-time position offers flexibility and opportunities for professional growth.

Benefits

Professional development budget

Annual wellness allowance

High-spec home office setup

Additional annual leave

Qualifications

• Proven leadership experience in Customer Success, Onboarding, or Account Management within a SaaS environment.
• Strong understanding of SMB customer behaviour and the dynamics of a low-ACV, high-volume model.
• Data-driven approach, with experience using CS tools.

Responsibilities

• Own UK churn and retention targets, implementing proactive interventions to improve customer outcomes.
• Drive adoption of payments products across new and existing customers.
• Optimise the onboarding journey to ensure customers realise value quickly.
• Lead, coach, and develop a UK-based Customer Success team.

Skills

Leadership experience in Customer Success

Managing retention and growth metrics

Understanding of SMB customer behaviour

Communication skills

Problem-solving skills

Tools

Vitally

Job description

Overview

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.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. Learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

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.

The overall aim of the game is a successful customer who is getting the absolute maximum out of our solution, while helping to reduce churn amongst our customer base.

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.

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 sinle 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?

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 trust our team to work where they are the most productive. You’ll have the flexibility to work from home and we provide a high-spec home office set up.

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.

• 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!

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!