EverWell - Customer Success Team Lead; Remote

Ever Well - Customer Success Team Lead (Remote, UK)

Join to apply for the Ever Well - Customer Success Team Lead (Remote, UK) role at Ever Commerce
.

Ever Commerce (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, Ever Commerce 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. You can learn more about our company, culture and values here:

About The Company

Timely and Salon Biz serve over 29,000 customers across 100 countries and are part of the wider Ever Commerce 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 Ever Well
, 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.

• 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.

• 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 single bullet point above. If you think you have what it takes but don’t meet every single bullet point, please still get in touch. We’d love to have a chat and see if you could be a great fit.

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…