Job Description
A career that’s the whole package! At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line. Our approach is grounded in the Conga Way, a framework that reflects our values and drives everything from hiring to decision-making, as well as key programs including recognition. Created with direct input from our colleagues, the Conga Way forms the foundation of our vibrant culture. Job Title: Customer Success Operations Manager Locations: Houston/ Hybrid Reports to: (Sr. Principal, CX Operations) A quick snapshot … As a Customer Success Operations Manager , you will play a critical role in scaling and elevating Conga’s Customer Success organization through operational excellence, data architecture expertise, and strategic insights. You’ll work closely with Customer Success leadership to design and optimize the systems, processes, and analytics that power customer engagement across the lifecycle—from onboarding and adoption through renewal and expansion. This role blends strategy, systems thinking, and analytics . You will partner across Customer Success, Sales, Product, and Operations to ensure our customer data, tools, and reporting enable proactive engagement and measurable business outcomes. Why it’s a big deal… Customer Success at Conga is evolving toward a data-driven, lifecycle-oriented model where insights drive engagement and automation enables scale. Role In this role, you will help architect the operational backbone that enables this transformation. You will ensure that the Customer Success organization has the right data, systems, and signals to: Drive digital and human engagement strategies Identify adoption opportunities and customer risk Improve renewal and expansion outcomes Enable leadership with actionable insights Your work will directly influence how Conga Customer Success drives greater value realization through foundational operational excellence and improves the experience across customers globally. Here’s What We’re Looking For… Customer Success Operations Leadership You bring deep experience building and optimizing operational frameworks that enable Customer Success teams. You help partner in defining processes, tools, and strategy that structures and improves team effectiveness and customer outcomes. Data Architecture & Salesforce Expertise You understand the critical role of customer data across the lifecycle and have hands-on experience working with Salesforce data models and administration. You help ensure customer data is captured, structured, and accessible to power insights and engagement across systems. Customer Lifecycle Insight You understand how onboarding, adoption, support engagement, and product usage influence renewal and expansion outcomes. You help ensure the organization captures and analyzes the right signals to understand and improve the customer journey. Customer Success Technology Expertise You have experience working with Customer Success platforms and related technologies such as: Gainsight Hook Planhat Salesforce BI platforms (Power BI, Tableau, etc.) Survey / NPS platforms You help ensure these tools are configured effectively and aligned to business objectives and orchestrating intentionally. Strategic Problem Solver You are able to analyze complex data, identify trends, and provide strategic recommendations to leadership. You proactively surface opportunities to improve customer engagement, operational efficiency, and retention. Cross-Functional Collaboration You work effectively across Customer Success, Product, Sales, Marketing, and RevOps to ensure alignment on data models, reporting, and operational processes. Key Responsibilities Operational Strategy