“Building a Culture of Excellence to Fuel our Continued Growth”
Since Summit’s founding, we’ve partnered with hundreds of founder-led companies, including more than 70 the last five years alone. This experience has fostered a deep appreciation and understanding for the tenacity and focus required to scale a business and a culture. Over the course of our partnership with EngageSmart, we’ve been continually inspired by the team – and in particular by Bob’s leadership, vision and commitment to his people and customers. As EngageSmart completes its IPO (NYSE: ESMT), we are delighted to share, in Bob’s words, the three foundational principles at the heart of the company’s success to date.
People
“We are a people-first organization, and this extends beyond employees to include our customers, their clients, our partners, and our investors. Their opinions, needs, and aspirations drive us, and we strive to respond with transparency and a sense of urgency. We promote a customer-first organizational model that places customers at the top of our organizational chart.”
Product
“We believe that the best product wins, and we are motivated by the ongoing pursuit of innovation and market leadership. Our software is mission-critical for our customers and therefore difficult to replace, resulting in very high customer retention. While some software offerings grow complacent in this position, our collective competitive spirit drives us to constantly invest in our solutions and deepen the value they deliver. The journey never ends.”
Partnership
“We recognize that our solutions operate within an ecosystem, and we view all participants in this ecosystem as our partners. This includes our customers, the adjacent software and service providers they may use, and their clients. By viewing these constituents as partners and treating them as such, we accrue the benefit of focused product feedback and enhanced distribution, which have helped drive our organic growth.
“Our view of partnership also extends to our customers’ communities, where we hope to make an impact through engagement. Our customers play an incredibly important role in their communities by serving a wide variety of wellness seekers (mental and physical health), non-profits, taxpayers, utility customers, financial service consumers, and medical patients. We are proud of the small part we play in these communities by providing solutions that are easy to deploy and use, that address their unique functional requirements, and that turn complex processes like payments and self-service into engaging digital experiences.”
