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EverCommerce · 5 months ago

EverPro - Director, Customer Success Operations

Denver, CO

Full-time

Hybrid

Director/Executive

$200K/yr - $215K/yr

7+ years exp

EverCommerce is a leading service commerce platform that provides integrated SaaS solutions to service-based businesses. They are seeking a strategic Director of Customer Success Operations to lead operational excellence across post-sale functions, focusing on improving productivity and customer experience while optimizing the post-sales journey.

Digital MediaFinancial ServicesSoftware

No H1B

Responsibilities

Define and evolve the operating framework for Customer Success, Support, and Professional Services

Lead strategic planning, forecasting, and performance measurement across post-sale functions

Develop and implement scalable processes, cadences, and best practices to drive efficiency and improve customer outcomes

Deliver actionable insights on key post-sale metrics, including NRR, GRR, churn risk, and expansion opportunities

Own the customer health framework, including segmentation, scoring models, engagement strategies, and behavioral indicators

Shape systems and tools strategy with operational needs in partnership with Revenue and Business Operations

Build and develop a high-performing Customer Success Operations team, fostering a culture of collaboration and impact

Partner across GTM teams to ensure seamless customer transitions and deliver a cohesive, high-quality customer experience

Champion a culture of operational excellence and data-driven execution

Qualification

Customer Success OperationsRevenue OperationsLeadershipStrategic PlanningData AnalysisSalesforceZendeskOperational ExcellenceProcess ImprovementCross-functional Collaboration

Required

7+ years of experience in Customer Success Operations, Revenue Operations, or related SaaS roles, including 3+ years in a leadership position building and developing high-performing teams

Bachelor's degree in Business, Operations, Finance or a related field required

Proven track record supporting large-scale transformation and driving operational maturity across post-sale functions

Deep understanding of Customer Success, Support, and Professional Services operating models

Strong strategic thinking and analytical skills, with the ability to translate data into action

Experience working cross-functionally to align systems, processes, and teams to support growth

Hands-on experience with tools such as Salesforce, Zendesk, PSA platforms or other applicable applications

A passion for driving clarity, scale, and results through process, insights, and execution