Customer Experience Enablement Manager

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 725,000+ 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 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 Experience Enablement Manager to support our EverPro Customer Experience organization.

EverPro is EverCommerce’s Home services brand, helping service-based businesses streamline operations and improve retention through better customer and service-professional experiences.

The Customer Experience (CX) Enablement Manager designs and delivers enablement programs that improve execution, customer outcomes, and retention across EverPro’s Customer Experience organization (Customer Success, Support, and Implementation/Services). In a multi-brand environment, this role standardizes enablement where possible while tailoring programs to each brand’s customer journey, product mix, and operating rhythms.

As a partner to CX leadership, you will identify performance gaps, set priorities, and build enablement that supports onboarding, adoption, renewals, expansion readiness, and high-quality service delivery. You will also collaborate with Product, Revenue Operations (RevOps), Sales Enablement, and Marketing to ensure CX teams have the training, content, tools, and processes needed to support customers effectively at scale.

Responsibilities:

CX-Wide Partnership and Prioritization

• Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs

• Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions

• Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity

Function-Specific Enablement

• Customer Success: Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness

• Implementation/Services: Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS

• Support: Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction

CX Onboarding Ownership

• Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys

• Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services

Cross-Functional Collaboration

• Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments

• Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications)

• Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX

Program Management and Measurement

• Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution

• Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time

• Continuously iterate enablement programs based on feedback, performance insights, and evolving customer and product needs

• Facilitate or host live training and working sessions with core stakeholders and frontline teams

Skills and Experience needed for success in this role:

• Bachelor’s degree or equivalent experience

• 5–8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles

• Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery

• Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services

• Experience partnering with CX leadership and influencing without direct authority

• Ability to translate strategy into practical, scalable enablement programs for frontline CX teams

• Strong program and project management, communication, and stakeholder management skills

• Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)

• The ideal candidate has experience in a high-growth SaaS organization and/or multi-product environments

Where: This role can be based anywhere in the United States—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 and Perks (U.S.):

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Continued investment in your professional development

• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

Compensation: The target base compensation for this position is $110,000 to $120,000 USD per year and a variable component included in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

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!