Customer Success Systems & Operations Manager
New
E
EverTrueSaaS, EdTech
Remote - USFull-TimeManager
Salary$105K - $115K
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Job Details
- Experience
- 4+ years
- Required Skills
- Data AnalysisSalesforceProcess improvementSaaS
Requirements
- 4+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, or similar operational roles supporting SaaS organizations.
- Strong understanding of Salesforce architecture, reporting, automation, and customer lifecycle management.
- Experience supporting renewal forecasting, customer retention reporting, and recurring revenue operations.
- Experience with Salesforce CPQ and Conga for renewals, contracts, and quoting.
- Experience implementing or administering Customer Success platforms such as ChurnZero, Gainsight, Totango, or Planhat.
- Strong analytical skills with the ability to build dashboards for leadership decision-making.
- Ability to translate business needs into scalable operational processes.
- Strong documentation, governance, and process design skills.
- Ability to partner effectively across cross-functional teams including Sales, Finance, Product, and Engineering.
- Curiosity about emerging GTM and AI technologies.
Responsibilities
- 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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