Strategy & Operations Analyst, Customer Success
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Job Description
Strategy & Operations Analyst at EverCommerce focusing on data-driven outcomes across customer lifecycle. Responsible for operational management in Customer Success and cross-functional coordination.
Responsibilities:
- 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
- Own the workflow configuration, data hygiene, and user administration 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
- Support project tracking for strategic initiatives, providing clarity of ownership and next 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
Requirements:
- 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
Benefits:
- 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
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