Staff Revenue Ops Analyst

Conga•Houston, TX

2d•Hybrid

About The Position

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. Customer Success at Conga is evolving toward a data-driven, lifecycle-oriented model where insights drive engagement and automation enables scale. 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.

Requirements

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.
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.
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.
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.
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.
You work effectively across Customer Success, Product, Sales, Marketing, and RevOps to ensure alignment on data models, reporting, and operational processes.
7–10+ years of experience in Customer Success Operations, Revenue Operations, or a related field
Strong experience with Salesforce administration or architecture
Experience with Customer Success platforms (Gainsight, Planhat, etc.)
Experience designing customer lifecycle reporting and analytics
Strong analytical, problem-solving, and communication skills
Experience working cross-functionally with Customer Success, Sales, Product, and RevOps teams

Nice To Haves

You deeply understand Customer Success metrics such as adoption, customer health, renewal forecasting, and expansion drivers as well as traditional and trending best practices.
You have experience supporting scaled or digital Customer Success strategies powered by automation, signals, and lifecycle data.
You are comfortable analyzing large datasets and translating insights into strategic recommendations.
You understand how tools, data, processes, and teams interact to deliver customer outcomes.
You are proactive in identifying opportunities to improve processes and systems, and you take ownership in driving improvements.
Salesforce Administrator certification
Experience implementing or scaling Customer Success platforms
Experience supporting digital Customer Success programs
Experience with BI tools such as Power BI or Tableau

Responsibilities

Partner with Customer Success leadership to define and execute the Customer Success Operations strategy
Provide data-driven insights and recommendations to improve customer engagement, retention, and expansion
Own the structure, quality, and usability of customer data across systems
Ensure Salesforce and integrated systems support accurate lifecycle tracking and reporting
Identify gaps in customer data capture and design solutions to improve visibility across the customer journey
Administer and optimize Customer Success tools including Gainsight, Salesforce, and other CS platforms
Evaluate and implement new technologies that improve Customer Success effectiveness and scalability
Ensure integrations across systems enable unified customer insights
Develop reporting and dashboards that enable leadership to track adoption, engagement, health, and retention metrics
Analyze trends across the customer lifecycle to identify risk, growth opportunities, and operational improvements
Support the development of digital engagement programs and lifecycle automation
Design and manage signals and alerts that enable proactive customer engagement
Produce executive-level reporting and business reviews highlighting key customer trends, risks, and opportunities
Provide insights that inform strategic planning across Customer Success and the broader GTM organization
Design scalable workflows and processes that improve Customer Success efficiency
Partner with cross-functional teams to improve the overall customer experience across systems and processes