Director of Customer Success Operations - Remote

Overview

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.

In Short

• 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

Requirements

• 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

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