EverPro - Director, Customer Success Operations

EverPro - Director, Customer Success Operations

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: https://www.evercommerce.com/about-us/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 &am