Who you are:- (Required) You have 4+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, or similar operational roles supporting SaaS organizations.
- (Required) You have a strong understanding of Salesforce architecture, reporting, automation, and customer lifecycle management.
- (Required) You have experience supporting renewal forecasting, customer retention reporting, and recurring revenue operations.
- You have experience with Salesforce CPQ and Conga to support customer renewals, contracts, and quoting processes.
- You have experience implementing or administering Customer Success platforms such as ChurnZero, Gainsight, Totango, Planhat, or similar technologies.
- You are comfortable translating business needs into scalable operational processes and system enhancements.
- You enjoy identifying operational friction and building repeatable solutions that improve customer outcomes.
- You have strong analytical skills and enjoy building dashboards that help leaders make informed decisions.
- You are comfortable partnering across Customer Success, Sales, Finance, Revenue Operations, Marketing, Product, and Engineering.
- You believe strong documentation, governance, and process design are critical to long-term scalability.
- You are curious about emerging GTM and AI technologies and enjoy evaluating new processes that can enhance team productivity.
What you'll do:- Own the ongoing optimization of EverTrue's Customer Success technology ecosystem through process improvement, automation, and operational excellence.
- Partner with Customer Success Leadership to improve customer lifecycle processes from onboarding through renewal and expansion.
- Support the implementation of ChurnZero by partnering with internal stakeholders and implementation consultants on requirements gathering, configuration, testing, rollout, and user adoption.
- Become the long-term business owner and administrator of ChurnZero following implementation.
- Build and maintain customer health scores, playbooks, lifecycle journeys, alerts, automation, and reporting within ChurnZero.
- Manage renewal forecasting processes, pipeline hygiene, and executive reporting to improve forecast accuracy.
- Support Salesforce administration related to Customer Success processes, renewals, customer lifecycle management, and account health.
- Partner with Revenue Operations to optimize Salesforce, CPQ, and Conga workflows supporting customer renewals and contract management.
- Build dashboards and reporting focused on customer health, retention, churn risk, renewals, expansion opportunities, product adoption, and operational performance.
- Identify workflow inefficiencies and implement scalable process improvements that reduce manual work and improve team productivity.
- Ensure data integrity across Salesforce, ChurnZero, CPQ, Conga, and supporting business systems.
- Document business processes, system configurations, and operational workflows to support long-term scalability and organizational knowledge.
Why You'll Love to Join Our Team:We offer a comprehensive package designed to support your success, growth, and well-being.
- Compensation and Core Benefits:
- A base salary range of $105K - $115K.
- A 2.5% bonus plan based on company performance.
- We also provide robust benefits to keep you healthy and secure:
- We cover 80% of your premium for medical, dental, and vision insurance.
- We offer a 401k match of up to 3% to support your financial future.
Happiness & Well-Being:Our comprehensive employee benefits and perks program provides:
- A remote-first environment for flexible work.
- Generous paid time off throughout the year.
- Investment in your professional growth and development.
- Opportunities to connect with colleagues both in-person and virtually.
- The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.
