Strategy & Operations Analyst, EverCommerce
EverPro, Customer Success
$100-125k
+ ESPP
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$100-125k
+ ESPP
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 4+ years of experience in operations, analytics, Customer Success, Support, or a related function in B2B SaaS
- Advanced Excel or Google Sheets — pivot tables, formulas, data cleaning, and structured analysis
- Experience with Salesforce or a comparable CRM — data hygiene, reporting, or administration
- Ability to run operational analyses (cohort views, process efficiency metrics, SLA performance) and translate findings into recommendations
- Strong communication skills — you write clearly, organize logically, and build clear materials and documentation
- Strong understanding of Customer Success processes, key metrics, and operational excellence
- Project coordination experience — managing task lists, timelines, and stakeholder communications
- High attention to detail – you catch errors, notice inconsistencies, and care about data quality
- Organized and proactive — you manage your own workload, flag risks early, and follow through without reminders
What the job involves
- EverPro is seeking a strategic and execution-focused Strategy & Operations Analyst, Customer Success to serve as the execution backbone of our post-sale functions, including Customer Success, Support, and Professional Services
- Reporting to the Director of CX Operations within the Revenue Operations Team, you will be a key business partner to the CX leadership team 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 owning the day-to-day operational foundation: recurring reporting, process documentation, strategic program management, tool hygiene, workflow improvements, and cross-functional coordination across customer-facing teams
- We are looking for someone organized, curious, and proactive, who will identify gaps before they are flagged and build the processes and systems that make the whole team run better
- Your work will directly influence customer retention, expansion, and overall satisfaction—helping shape the future of how we serve and grow our customer base
- Workflow Management
- Document current-state workflows across CS, Implementation, and Support — including handoffs, escalation paths, and SLA frameworks
- Identify gaps or inconsistencies in existing processes and propose improvements
- Build CX Ops playbooks, SOPs, and operating guides, and keep them current as processes evolve
- Support implementation of new workflows as the team rolls out operational improvements
- Maintain and evolve the operating framework for Customer Success, Support, and Professional Services
- Tooling & Systems
- Own the workflow configuration, data hygiene, and user adminitration for CX Ops tooling: ChurnZero, GuideCX, Zendesk and any additional platforms
- Collaborate with the Business Operations team on Salesforce strategy to support CX initiatives within the greater company strategy
- Submit and track tool-related requests with vendors and internal Business Operations teams
- Identify tooling gaps that create manual work for CX teams and surface them with recommendations
- Program Management
- Support project tracking for strategic initiatives, providing clarity of ownership and nex steps to ensure timely execution toward goals
- Run operational cadences and translate leadership decisions into tracked execution
- Track and follow up on action items from CX leadership reviews and cross-functional syncs
- Set and track clear goals, KPIs, and metrics to measure success
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 specialises in home, health, fitness and 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, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with 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 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
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)Former President at PaySimple. They were also the COO at Pronto.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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