EverTrue

Customer Support

• Own the resolution of customer requests, questions, and issues to deliver a best-in-class customer experience across all EverTrue products and communication channels.
• Partner with support teammates to triage new ticket submissions, resolve Tier 1 inquiries, and appropriately escalate Tier 2 technical tickets to subject matter experts through internal channels.
• Manage personal workflow and ticket queues to consistently meet or exceed established KPIs and Service Level Agreements (SLAs).
• Work cross-functionally with Customer Success, Sales, Services, Engineering, and Product teams to resolve complex customer issues and advocate for product innovations.
• Support internal technical needs by reporting bugs, testing new product features, and participating in cross-functional working sessions to provide the voice of the customer.
• Maintain an advanced, up-to-date knowledge of the EverTrue product suite, including new feature releases, system changes, and product deprecations.
• Build and optimize internal and customer-facing knowledge bases by creating new technical articles and updating existing documentation.
• Report regularly on team metrics, key performance indicators (KPIs), common user stories, and trending product issues to drive continuous improvement.
• Support the team's growth by providing training, offering constructive feedback, and presenting ideas or findings to internal audiences.
• Execute ad-hoc strategic projects across both customer support and broader organizational initiatives as needed.
• Ensure data security, regulatory compliance, and strict client confidentiality across all customer interactions and systems.

Customer Support Specialist

Customer Success Manager

• 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.

Customer Success Systems & Operations Manager

Revenue Operations

• Own sales training and rep efficiency: The core of this role. Design and lead onboarding, ramp, and continuous-development programs for BDRs, AEs, and CSMs, with clear competency models and time-to-productivity targets. Measurably improve how fast and how well reps perform.
• Build EverTrue's revenue enablement function from the ground up: Strategy, programs, content, and infrastructure — in direct partnership with the SVP of Sales and broader GTM leadership.
• Lead post-acquisition unification: Bring multiple products, sales motions, and personas onto a common methodology, message, and qualification framework, and drive consistent adoption across the revenue organization.
• Define EverTrue's AI-enabled selling strategy: Put our investment in enterprise Claude, Gong, and ChurnZero to work — identify and roll out the AI tools and workflows that make reps more productive, and build AI skills into onboarding and ongoing training.
• Enable leaders, not just reps: Equip BDR, AE, and CSM managers and senior leaders to coach effectively, inspect pipeline, and reinforce the right behaviors.
• Own GTM launch readiness: Partner with Product and Product Marketing so every customer-facing team can confidently position, sell, and support new offerings the moment they launch.
• Own the metrics that prove impact: Ramp time, win rate, pipeline conversion, quota attainment, net retention, and expansion — and report enablement's contribution to executive leadership.
• Own the enablement ecosystem: The content library (battlecards, playbooks, competitive intelligence, FAQs), the tech stack (LMS, Gong, ChurnZero, CRM workflows), and the governance that keeps it accurate. Make build/buy decisions and manage vendor relationships and budget.
• Run a continuous feedback loop: With the field to find gaps, prioritize the roadmap, and improve over time.

Customer Support Specialist

Customer Success Systems & Operations Manager

Director, Revenue Enablement