- 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.
- Act as the long-term business owner and administrator of ChurnZero, including building health scores, playbooks, and reporting.
- Manage renewal forecasting processes, pipeline hygiene, and executive reporting.
- Support Salesforce administration related to Customer Success processes and renewals.
- Partner with Revenue Operations to optimize Salesforce, CPQ, and Conga workflows.
- Build dashboards focused on customer health, retention, churn risk, and operational performance.
- Identify workflow inefficiencies and implement scalable process improvements.
- Document business processes, system configurations, and operational workflows.
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