EverWell - Global Customer Performance Lead (Remote NZ or Australia)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. About the role Timely and SalonBiz serve over 28,000 customers in 100 countries and are on a mission to build the leading bookings and payments system for hair and beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to a variety of customer sizes and types within the hair and beauty industry, and we’ve got big goals and are ready to achieve them. This is where you come in You’ll power our post-sale growth engine by uncovering high-impact lifecycle opportunities and turning data‑driven insights into commercially sound recommendations. You’ll leverage predictive modelling, behavioural signals and customer analytics to boost value, reduce churn and ensure customers get the right experience at the right time. You’ll size and prioritise opportunities, shape scalable operating models, lead enablement, drive behaviour change and track impact across the customer journey. Working closely with Revenue Operations, Product, Customer Marketing, Data & Insights and Success & Support leaders, to translate strategy into execution and reduce friction across the post‑sale experience. You’ll also lead first‑pass post‑sale forecasting with accuracy and commercial clarity. This role is perfect for someone with sharp commercial judgement, strong analytical capability and the confidence to influence cross‑functionally to deliver predictable, sustainable customer growth. What you’ll bring. 5+ years’ experience in Customer Success, lifecycle strategy, or customer value roles within a SaaS or technology environment Proven experience driving customer value growth by improving retention, expansion and cost‑to‑serve. Passionate about optimising ROI, you ensure that prioritisation is driven by clear, measurable benefits that lift LTV, strengthen NRR and reduce CTS Strong literacy across lifecycle and automation tooling, where Vitally (or similar) is your central system of insight – able to guide requirements and impact, not administer system Proven ability to lead cross‑functional lifecycle initiatives with teams like Success, Support, Product, Marketing and RevOps Strong analytical literacy – able to interpret behavioural, usage, health and support data, challenge assumptions and turn insights into recommendations and action plans that influence senior leaders Able to get high leverage from an embedded Senior Insight Analyst – setting hypotheses, guiding analysis, interpreting predictive signals and translating insights into commercial lifecycle actions Change management expertise, leading the execution of lifecycle strategies, playbooks and operating model changes across Success and Support Exceptional written and verbal communication, interpersonal and stakeholder management skills – able to influence at all levels and simplify complex insights into clear actions A proactive, outcomes‑driven mindset, with a focus on continuous improvement, experimentation and scalable customer impact. 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 single 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? At EverCommerce, 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 or the office. We have office space in Auckland, Wellington, and Dunedin and 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 New Zealand or Australia. You must be legally entitled to work in New Zealand or Australia. 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 #J-18808-Ljbffr