Customer Success Systems & Operations Manager

Job not on LinkedIn

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🇺🇸 United States – Remote

💵 $105k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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EverTrue

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

🤝 Non-profit

💰 $6M Series C on 2017-08

Software • Enterprise • Non-profit

EverTrue is a company dedicated to enhancing the donor management and fundraising experience through its software platform. Their innovative solutions support advancement organizations in discovering prospects, empowering gift officers, making asks, and stewarding donors. EverTrue provides a Donor Experience Platform that leverages AI, automation, and data insights to drive revenue and build lasting donor relationships. The company offers a range of products including real-time dashboards, personalized video communication, and digital endowment reporting, designed to streamline fundraising efforts and improve donor relations. Trusted by thousands of teams, EverTrue is transforming traditional fundraising by enabling organizations to engage their entire donor pyramid effectively.

📋 Description

• 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 on requirements gathering, configuration, testing, rollout, and user adoption. • Become the long-term business owner and administrator of ChurnZero following implementation. • Build and maintain customer health scores, playbooks, lifecycle journeys, alerts, automation, and reporting within ChurnZero. • Manage renewal forecasting processes, pipeline hygiene, and executive reporting to improve forecast accuracy. • Support Salesforce administration related to Customer Success processes, renewals, customer lifecycle management, and account health. • Partner with Revenue Operations to optimize Salesforce, CPQ, and Conga workflows supporting customer renewals and contract management. • Build dashboards and reporting focused on customer health, retention, churn risk, renewals, expansion opportunities, product adoption, and operational performance. • Identify workflow inefficiencies and implement scalable process improvements that reduce manual work and improve team productivity. • Ensure data integrity across Salesforce, ChurnZero, CPQ, Conga, and supporting business systems. • Document business processes, system configurations, and operational workflows to support long-term scalability and organizational knowledge.

🎯 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 to support customer renewals, contracts, and quoting processes. • Experience implementing or administering Customer Success platforms such as ChurnZero, Gainsight, Totango, Planhat, or similar technologies. • Comfortable translating business needs into scalable operational processes and system enhancements. • Strong analytical skills and enjoy building dashboards that help leaders make informed decisions. • Comfortable partnering across Customer Success, Sales, Finance, Revenue Operations, Marketing, Product, and Engineering. • Believe strong documentation, governance, and process design are critical to long-term scalability. • Curious about emerging GTM and AI technologies and enjoy evaluating new processes that can enhance team productivity.

🏖️ Benefits

• A base salary range of $105K - $115K. • A 2.5% bonus plan based on company performance. • We cover 80% of your premium for medical, dental, and vision insurance. • We offer a 401k match of up to 3% to support your financial future. • A remote-first environment for flexible work. • Generous paid time off throughout the year. • Investment in your professional growth and development. • Opportunities to connect with colleagues both in-person and virtually. • The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.