EverPro - Strategy & Operations Analyst, Customer Success

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.

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://careers.evercommerce.com/us/en

EverPro is seeking a strategic and execution-focused Strategy & Operations Analyst, Customer Success to serve as the execution backbone of our post-sale functions, including Customer Success, Support, and Professional Services. Reporting to the Director of CX Operations within the Revenue Operations Team, you will be a key business partner to the CX leadership team 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 owning the day-to-day operational foundation: recurring reporting, process documentation, strategic program management, tool hygiene, workflow improvements, and cross-functional coordination across customer-facing teams. We are looking for someone organized, curious, and proactive, who will identify gaps before they are flagged and build the processes and systems that make the whole team run better. 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:

• Workflow Management  

• Document current-state workflows across CS, Implementation, and Support — including handoffs, escalation paths, and SLA frameworks  

• Identify gaps or inconsistencies in existing processes and propose improvements  

• Build CX Ops playbooks, SOPs, and operating guides, and keep them current as processes evolve  

• Support implementation of new workflows as the team rolls out operational improvements  

• Maintain and evolve the operating framework for Customer Success, Support, and Professional Services 

• Tooling & Systems  

• Own the workflow configuration, data hygiene, and user adminitration for CX Ops tooling: ChurnZero, GuideCX, Zendesk and any additional platforms 

• Collaborate with the Business Operations team on Salesforce strategy to support CX initiatives within the greater company strategy 

• Submit and track tool-related requests with vendors and internal Business Operations teams 

• Identify tooling gaps that create manual work for CX teams and surface them with recommendations  

• Program Management 

• Support project tracking for strategic initiatives, providing clarity of ownership and nex steps to ensure timely execution toward goals 

• Run operational cadences and translate leadership decisions into tracked execution 

• Track and follow up on action items from CX leadership reviews and cross-functional syncs 

• Set and track clear goals, KPIs, and metrics to measure success 

Skills and Experience needed for success in this role:

• 4+ years of experience in operations, analytics, Customer Success, Support, or a related function in B2B SaaS  

• Advanced Excel or Google Sheets — pivot tables, formulas, data cleaning, and structured analysis  

• Experience with Salesforce or a comparable CRM — data hygiene, reporting, or administration 

• Ability to run operational analyses (cohort views, process efficiency metrics, SLA performance) and translate findings into recommendations 

• Strong communication skills — you write clearly, organize logically, and build clear materials and documentation 

• Strong understanding of Customer Success processes, key metrics, and operational excellence 

• Project coordination experience — managing task lists, timelines, and stakeholder communications