Director of Customer Success Operations, EverCommerce
EverPro
$180-190k
+ Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
$180-190k
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 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; MBA or advanced degree is a plus
- 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
What the job involves
- EverPro is seeking a strategic and execution-focused Director of Customer Success Operations to lead operational excellence across our post-sale functions — including Customer Success, Support, and Professional Services
- Reporting to the Head of Revenue Operations, this leader will be a key partner to the Head of Customer Success and play a critical role in transforming how we operate to deliver scalable, data-driven outcomes across the customer lifecycle
- You will be tasked with driving key strategic and operational initiatives to improve productivity, customer experience, and team performance
- Your primary responsibility will be to leverage data, tools, and scalable processes to optimize the post-sales journey and elevate the impact of our Customer Success, Professional Services, and Support teams
- Your work will directly influence customer retention, expansion, and overall satisfaction—helping shape the future of how we serve and grow our customer base
- 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
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 33 more jobs at EverCommerce