Tech Stack

Description

You will play a critical role in scaling Conga's Customer Success organization through operational excellence and strategic insights. You'll design and optimize systems, processes, and analytics that power customer engagement from onboarding through renewal, working cross-functionally with Customer Success, Sales, Product, and Operations teams.

Requirements

• Deep experience building and optimizing operational frameworks for Customer Success
• Hands-on experience with Salesforce data models and administration
• Understanding of customer lifecycle and how onboarding, adoption, support, and product usage influence renewal
• Experience with Customer Success platforms (Gainsight, Hook, Planhat, etc.) and BI tools (Power BI, Tableau)
• Strong analytical and cross-functional collaboration skills

Responsibilities

• Design and optimize systems, processes, and analytics for customer engagement lifecycle
• Ensure customer data, tools, and reporting enable proactive engagement and measurable outcomes
• Drive digital and human engagement strategies, identify adoption opportunities and customer risk
• Improve renewal and expansion outcomes, enable leadership with actionable insights
• Partner across Customer Success, Sales, Product, and Operations to align on data models and processes