Original listing text, shown exactly as published by the company.
Responsibilities
Post-Sales Analytics (70%)
- Customer Health Scorecard and Metrics
- Own the Customer Health Scorecard — design, maintain, and continuously refine leading indicators across the customer lifecycle (onboarding, adoption, nurture, renewal, expansion and support)
- Enable faster, higher-confidence decision-making across CX and cross-functional teams
- Define and maintain CX metric definitions (Onboarding, Customer Success, and Customer Support) in collaboration with CX Leadership, Finance and broader RevOps team to ensure a single source of truth
- Actionable insights to drive NRR
- Build and operate churn signal models that surface at-risk accounts ahead of renewal conversations
- Surface expansion signals and collaborate with the CX and AM teams to translate data into pipeline opportunities
- Proactively identify opportunities to improve efficiency, retention, and customer experience
- Translate VoC insights into prioritized recommendations for CX and Product, tied to revenue outcomes
- Drive operational efficiency
- Develop and maintain post-sale performance reporting (onboarding completion, time-to-value, SLA compliance, CS coverage ratios, Expansion and product penetration ratios)
- Partner with CS, AM, and Onboarding leads as a strategic thought partner — attending key team meetings, proactively flagging risk, and bringing forward insights before they are requested
- Partner with Support teams to optimize workflows, routing, and AI/chat performance
- Identify, evaluate, and implement AI and machine learning tools that accelerate analytics output — from automated CRM data enrichment and deduplication to AI-assisted churn scoring and propensity modeling
- Leverage large language models (LLMs) and AI-assisted workflows to automate recurring reporting tasks, freeing bandwidth for higher-order analysis and strategic insight work
Revenue Operations — Insights & Analytics (30%)
- Embed Agentic solutions across the GTM insights and analytics environment while ensuring maximization of AI tools
- Own and maintain EverHealth's ICP framework — analyzing closed-won, closed-lost, and customer health data to continuously refine the ideal customer profile
- Lead structured Win/Loss analysis: design the methodology, run interviews or data pulls, synthesize findings, and distribute insights to Sales and Product leadership
- Maintain cohort analysis across the customer base — tracking performance by segment, product line, and acquisition channel
- Support territory and capacity planning with data modeling in partnership with the VP of RevOps and Finance
- Contribute to the GTM metric catalog — ensuring definitions are documented, agreed upon, and consistently applied across all reporting
- Manage and develop one direct report (Pre-Sale Analytics Analyst) — setting goals, providing coaching, reviewing work, and building their analytical skills
- Stay current on the AI analytics landscape and bring forward a quarterly point of view on emerging tools and practices relevant to RevOps and CX
Skills and Experience needed for success in this role
Required
- 5+ years in analytics, business intelligence, or revenue/customer analytics — ideally in a B2B SaaS or health-tech environment
- Demonstrated experience building customer health models, churn frameworks, or retention analytics in a post-sale context
- Demonstrated impact improving operational metrics, time to value, NPS, forecasting accuracy, and VoC programs.
- Demonstrated experience using AI tools in a professional analytics context.
- Experience with CRM platforms (Salesforce preferred) and BI tools (e.g., Tableau, Looker, Metabase, or similar)
- Proven ability to translate ambiguous business questions into structured analytical approaches
- Comfortable presenting to senior leaders — communicates findings with a point of view, not just data
- Proactive, opinionated, and focused on driving measurable outcomes
- Strong systems thinking approach with ability to connect disparate processes and tools
- Excellent project management skills with attention to detail
- 1+ year of people management or mentoring experience
Preferred
- Experience in a RevOps or GTM analytics function with cross-functional scope (Sales, Marketing, CX)
- Familiarity with customer success platforms (e.g., Gainsight, ChurnZero, Totango)
- Experience with cohort modeling, LTV analysis, or capacity planning
- Healthcare or health-tech industry background a plus
- Experience with LLM APIs (OpenAI, Anthropic, etc.) or AI-assisted analytics tools (e.g., Gong Intelligence, HubSpot AI, Clay, or similar) in a RevOps or CX context
Where: [this is a remote role, however, proximity to Denver, CO is a plus. Expected travel, 1/quarter if not located in the Denver area]
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
