Customer Success Systems & Operations Manager

EverTrue

16h • $105,000 - $115,000 • Remote

About The Position

EverTrue is the leading advancement intelligence and donor engagement platform, empowering educational institutions and non-profit organizations to build stronger relationships and achieve outstanding fundraising results. Our platform continuously evolves, integrating innovative solutions to help advancement professionals effectively identify, prioritize, and manage prospects, engage supporters, and track progress. Thousands of organizations rely on EverTrue to grow giving. We are a fun, smart, mission-driven team passionate about the work we do.
What truly drives us? It's our mission: to equip fundraising teams with the insights and tools to turn every donor interaction into a lasting relationship—leading to stronger connections and greater giving. And our vision? It's to create a world where every fundraiser has the tools to engage, retain, and grow generosity at every level, ensuring no donor is overlooked. When you join EverTrue, you're not just taking a job; you're becoming part of a movement to empower fundraisers and make a real difference in the world.
We believe in your potential. We know that no candidate perfectly matches every qualification. If you're excited about this role and meet most of our requirements, please apply! We're eager to support your growth and development within our team.
EverTrue is an equal opportunity employer. We're deeply committed to building a workplace that celebrates diversity, equity, and inclusion for all, ensuring every applicant and employee is treated fairly. We embrace DEI because we know it enhances engagement, satisfaction, and partnerships, making us all stronger together.

Requirements

• 4+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, or similar operational roles supporting SaaS organizations.
• A strong understanding of Salesforce architecture, reporting, automation, and customer lifecycle management.
• Experience supporting renewal forecasting, customer retention reporting, and recurring revenue operations.
• Experience with Salesforce CPQ and Conga to support customer renewals, contracts, and quoting processes.
• Experience implementing or administering Customer Success platforms such as ChurnZero, Gainsight, Totango, Planhat, or similar technologies.
• Comfortable translating business needs into scalable operational processes and system enhancements.
• Enjoy identifying operational friction and building repeatable solutions that improve customer outcomes.
• Strong analytical skills and enjoy building dashboards that help leaders make informed decisions.
• Comfortable partnering across Customer Success, Sales, Finance, Revenue Operations, Marketing, Product, and Engineering.
• Believe strong documentation, governance, and process design are critical to long-term scalability.
• Curious about emerging GTM and AI technologies and enjoy evaluating new processes that can enhance team productivity.

Responsibilities

• Own the ongoing optimization of EverTrue's Customer Success technology ecosystem through process improvement, automation, and operational excellence.
• Partner with Customer Success Leadership to improve customer lifecycle processes from onboarding through renewal and expansion.
• Support the implementation of ChurnZero by partnering with internal stakeholders and implementation consultants on requirements gathering, configuration, testing, rollout, and user adoption.
• Become the long-term business owner and administrator of ChurnZero following implementation.
• Build and maintain customer health scores, playbooks, lifecycle journeys, alerts, automation, and reporting within ChurnZero.
• Manage renewal forecasting processes, pipeline hygiene, and executive reporting to improve forecast accuracy.
• Support Salesforce administration related to Customer Success processes, renewals, customer lifecycle management, and account health.
• Partner with Revenue Operations to optimize Salesforce, CPQ, and Conga workflows supporting customer renewals and contract management.
• Build dashboards and reporting focused on customer health, retention, churn risk, renewals, expansion opportunities, product adoption, and operational performance.
• Identify workflow inefficiencies and implement scalable process improvements that reduce manual work and improve team productivity.
• Ensure data integrity across Salesforce, ChurnZero, CPQ, Conga, and supporting business systems.
• Document business processes, system configurations, and operational workflows to support long-term scalability and organizational knowledge.

Benefits

• A base salary range of $105K - $115K.
• A 2.5% bonus plan based on company performance.
• We cover 80% of your premium for medical, dental, and vision insurance.
• We offer a 401k match of up to 3% to support your financial future.
• A remote-first environment for flexible work.
• Generous paid time off throughout the year.
• Investment in your professional growth and development.
• Opportunities to connect with colleagues both in-person and virtually.
• The unique chance to contribute to the non-profits and educational institutions you care about, aligning your work with your passions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed