Customer Success Systems & Operations Manager

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. The Customer Success Systems & Operations Manager will optimize the Customer Success technology ecosystem, improve customer lifecycle processes, and support the implementation of key platforms to enhance operational excellence.

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

Requirements:

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