• Manage a book of global, complex customers who have invested in Conga to power their revenue operations. • Perform detailed adoption analysis and engage customers in joint planning to increase adoption. • Lead value realization activities like customer stakeholder alignment and roadmap reviews. • Drive customer advocacy by ensuring technical issues are resolved quickly and efficiently. • Facilitate, coach, consult and ask questions to understand customers’ needs.

Role Description As a Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization. This is not a reporting role—it’s a hands-on position where you’ll own and lead projects end-to-end: - Designing CS playbooks - Building internal tools - Defining processes - Translating data insights into scalable action You’ll join a small, high-impact team and operate with significant autonomy in a fast-moving environment. As a Senior CS Operations Manager, you’ll: - Own and deliver CS operational projects end-to-end—from scoping and design through implementation and iteration—including playbooks, workflows, and automation that improve how Customer Success operates at scale. - Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance. - Design and operationalize CS playbooks for key motions such as overusage outreach, churn offboarding, renewal preparation, and proactive risk intervention. - Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable. - Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency. - Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement. - Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses. Qualifications - 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company. - Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it. - Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau). - Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems. - Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams. - Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders. - Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment. Requirements - Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis—not just awareness, but proven ability to integrate AI into day-to-day operations. - Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus). - Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics. - Background in program or project management with experience coordinating across Engineering, Product, and Go-to-Market teams. - Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms. Benefits - We are Accountable: We take full ownership, always—even when things don’t go as planned. - We are Brave: We question the status quo, push boundaries, and take smart risks when needed. - We are Collaborative: True collaboration isn’t only about working together; it’s about lifting one another up to succeed collectively. - We are Customer Centric: Our customers are at the heart of everything we do.

• Manage and foster strong relationships with aligned clients (typically, 8-12 clients) • Act as the first escalation point for delivery concerns and new requests • Ensure adherence to Strada workflow and documentation standards by consultants aligned to the relationship through governance processes and tools • Manage client expectations and resolve gaps through coordination with client stakeholders, Strada’s delivery teams, and leadership • Review and evaluate all client discretionary change requests • Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead to staff tasks • Manage small projects as needed

• Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations. (relationships with numerous stakeholders in each organization with distinct needs and unique challenges must be skillfully managed). • Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding. • Plan and engage in regular strategic interactions with customers where the customer realizes value from the interaction and where we gain insight to future opportunity. • Maintain alignment on outcomes, value-measurement, change management and adoption strategy. • Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk). • Identify customer issues and needs and work in partnership with internal teams and customer toward solutions. • Identify, qualify and drive upsell and expansion opportunities to meet targets. • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis. • Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers. • Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making.