Customer Success Operations Manager

Job Summary

Owning the ongoing optimization of EverTrue's Customer Success technology ecosystem, the full-time remote Customer Success Operations Manager will focus on process improvement, automation, and operational excellence while partnering with leadership to enhance customer lifecycle processes.

Key responsibilities

• Manage the implementation and administration of ChurnZero, ensuring effective user adoption and configuration
• Oversee renewal forecasting processes and build dashboards to improve customer health and retention reporting
• Identify workflow inefficiencies and implement scalable process improvements to enhance team productivity

Required qualifications

• 4+ years of experience in Customer Success Operations, Revenue Operations, or similar roles supporting SaaS organizations
• Strong understanding of Salesforce architecture, reporting, and customer lifecycle management
• Experience with renewal forecasting, customer retention reporting, and recurring revenue operations
• Familiarity with Customer Success platforms such as ChurnZero, Gainsight, or similar technologies
• Comfort in translating business needs into scalable operational processes and system enhancements