Customer Success Operations Manager
As a Customer Success Operations Manager at Conga, you will play a pivotal role in enhancing the Customer Success organization through operational excellence, data architecture expertise, and strategic insights. Collaborating closely with Customer Success leadership, you will design and optimize systems, processes, and analytics that drive customer engagement across the entire lifecycle—from onboarding and adoption to renewal and expansion. This position is based in Houston, TX, with a hybrid work arrangement.
Your primary responsibilities will include developing and executing the Customer Success Operations strategy, providing data-driven insights to improve customer engagement, retention, and expansion. You will own the structure, quality, and usability of customer data across systems, ensuring that Salesforce and integrated platforms support accurate lifecycle tracking and reporting. Additionally, you will administer and optimize Customer Success tools, evaluate and implement new technologies to enhance effectiveness and scalability, and develop reporting and dashboards to monitor key metrics such as adoption, engagement, health, and retention.
The ideal candidate will have 7-10+ years of experience in Customer Success Operations, Revenue Operations, or a related field, with strong expertise in Salesforce administration or architecture. Experience with Customer Success platforms like Gainsight or Planhat is essential, along with a proven track record in designing customer lifecycle reporting and analytics. Strong analytical, problem-solving, and communication skills are required, as well as experience working cross-functionally with Customer Success, Sales, Product, and RevOps teams. Preferred qualifications include a Salesforce Administrator certification, experience implementing or scaling Customer Success platforms, and proficiency with BI tools such as Power BI or Tableau.
Conga offers a competitive compensation and benefits package, including flexible work options and comprehensive medical and dental insurance. The company fosters a vibrant culture grounded in the Conga Way, a framework reflecting its values and driving decision-making processes. This role provides an opportunity to directly influence how Conga's Customer Success organization delivers value to customers globally through operational excellence and strategic insights.