EverPro - Director, Customer Success Operations

TIMELY LTD; Denver (CO); On-site; USD 180,000 - 190,000; Full time

Job summary

An established industry player is seeking a strategic Director of Customer Success Operations to enhance operational excellence across post-sale functions. This role involves leveraging data and tools to optimize the customer journey, driving key initiatives that improve productivity and customer satisfaction. You'll be at the forefront of shaping how the company serves and grows its customer base, making a significant impact on retention and expansion. Join a dynamic team that values collaboration and operational excellence, while enjoying the flexibility of remote work and a comprehensive benefits package.

Benefits

Flexibility to work remotely or in-office

Robust health and wellness benefits

401k with company match

Annual wellness stipend

Generous paid time off

Employee Stock Purchase Program

Qualifications

• 7+ years in Customer Success Operations with leadership experience.
• Proven track record in operational maturity and transformation.

Responsibilities

• Define and evolve the operating framework for Customer Success.
• Lead strategic planning and performance measurement across post-sale functions.

Skills

Customer Success Operations

Revenue Operations

Strategic Thinking

Analytical Skills

Leadership

Cross-functional Collaboration

Education

Bachelor’s degree in Business

MBA or advanced degree

Tools

Salesforce

Zendesk

PSA platforms

Job description

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: EverCommerce Careers.

EverPro is seeking a strategic and execution-focused Director of Customer Success Operations to lead operational excellence across our post-sale functions — including Customer Success, Support, and Professional Services. Reporting to the Head of Revenue Operations, this leader will be a key partner to the Head of Customer Success 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 driving key strategic and operational initiatives to improve productivity, customer experience, and team performance. Your primary responsibility will be to leverage data, tools, and scalable processes to optimize the post-sales journey and elevate the impact of our Customer Success, Professional Services, and Support teams. Your work will directly influence customer retention, expansion, and overall satisfaction—helping shape the future of how we serve and grow our customer base.

Responsibilities:

• Define and evolve the operating framework for Customer Success, Support, and Professional Services
• Lead strategic planning, forecasting, and performance measurement across post-sale functions
• Develop and implement scalable processes, cadences, and best practices to drive efficiency and improve customer outcomes
• Deliver actionable insights on key post-sale metrics, including NRR, GRR, churn risk, and expansion opportunities
• Own the customer health framework, including segmentation, scoring models, engagement strategies, and behavioral indicators
• Shape systems and tools strategy with operational needs in partnership with Revenue and Business Operations
• Build and develop a high-performing Customer Success Operations team, fostering a culture of collaboration and impact
• Partner across GTM teams to ensure seamless customer transitions and deliver a cohesive, high-quality customer experience
• Champion a culture of operational excellence and data-driven execution

Skills and Experience needed for success in this role:

• 7+ years of experience in Customer Success Operations, Revenue Operations, or related SaaS roles, including 3+ years in a leadership position building and developing high-performing teams
• Bachelor’s degree in Business, Operations, Finance or a related field required; MBA or advanced degree is a plus
• Proven track record supporting large-scale transformation and driving operational maturity across post-sale functions
• Deep understanding of Customer Success, Support, and Professional Services operating models
• Strong strategic thinking and analytical skills, with the ability to translate data into action
• Experience working cross-functionally to align systems, processes, and teams to support growth
• Hands-on experience with tools such as Salesforce, Zendesk, PSA platforms or other applicable applications
• A passion for driving clarity, scale, and results through process, insights, and execution

Where: Remote

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust health and wellness benefits, including an annual wellness stipend
• 401k or RRSP with company match
• Annual wellness stipend
• Flexible and generous paid time off
• Employee Stock Purchase Program

Compensation: The target base compensation for this position is $180,000 to $190,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!