EverPro - Strategy & Operations Analyst, Customer Success

At EverCommerce , 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 
High attention to detail – you catch errors, notice inconsistencies, and care about data quality  
Organized and proactive — you manage your own workload, flag risks early, and follow through without reminders

Where: US 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– 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 and Perks
Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Compensation:  The target compensation for this position is $100,000 to $125,000 USD per year in most US/Canada 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!