Director of Customer Success Operations

Role Description

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.

• 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

Qualifications

• 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

Requirements

• Must be eligible to work without sponsorship
• This role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America

Benefits

• 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.