Conga is a revenue company, delivering fully connected and intelligent revenue lifecycle management, allowing businesses to grow, protect, and expand their revenue. As the business scaled, Conga partnered with SupportNinja to enhance its customer lifecycle management. The goal was to optimize every stage of the customer journey — from engagement to renewals — driving expansion, boosting retention, and maximizing revenue.

The Challenge

‍

As Conga grew, they sought a scalable, cost-effective solution to enhance their post-sale delivery experience.

Resource Limitations — Internal teams were overstretched, unable to prioritize proactive engagement and customer lifecycle optimization.

Retention and Expansion — Conga’s team struggled to effectively drive customer retention and expansion within existing accounts due to limited bandwidth.

Maintaining CX Excellence at Scale — Managing a growing customer base required scalable solutions to handle renewals, adoption, and satisfaction across multiple touchpoints.

Customer Journey Gaps — From onboarding to renewals, Conga needed streamlined customer support across multiple touchpoints.

The Solution

Comprehensive Customer Lifecycle Management

Conga partnered with SupportNinja, leveraging their flexible and scalable outsourcing model to complement in-house resources. SupportNinja’s approach provided:

1. Rapid Team Deployment — Within weeks, SupportNinja deployed a 40-person team spanning customer onboarding, customer success, renewals, and technical customer support.

2. Process Co-Design — Unlike other vendors, SupportNinja collaborated to document and optimize nascent processes, acting as an extension of Conga’s internal teams.

3. Integrated Team Model — The SupportNinja team was fully integrated into Conga’s operations, attending annual events, training, and aligning with Conga’s culture and goals.

Implementation Highlights

Onboarding & Education — SupportNinja expanded Conga’s onboarding team, ensuring new customers were educated on solutions and quickly found value.

Customer Success Expansion — Added Customer Success Managers (CSMs) to drive adoption and identify upsell opportunities.

Back-Office Support — Delivered collections, accounts receivables, and payables support to reduce operational strain on in-house teams.

Sales Development — Introduced SDRs to prospect new leads, enabling Conga’s sales team to focus on high-value opportunities.

The Results

Elevated Benchmarks

Customer Satisfaction (CSAT): 

SupportNinja’s technical customer support team led globally in CSAT scores, surpassing in-house teams.

Customer Retention Rates:

Gross retention rates improved year-over-year, alongside price increases and successful upsells.

Sustained Team Engagement

High Employee Retention: 

Conga achieved industry-leading employee retention rates among SupportNinja staff through career growth opportunities and cultural integration.

Scalable Operations: 

Enabled Conga to rapidly expand its support functions across geographies without the red tape of direct hiring.

Cultural Integration

SupportNinja staff became an integral part of Conga’s team, attending corporate events and training programs to deepen their alignment.

Conclusion

SupportNinja’s Customer Experience Outsourcing Solutions transformed Conga’s customer lifecycle management, enabling them to focus on their core business while driving retention, expansion, and revenue growth.

The partnership exemplifies how a full-lifecycle CX approach can streamline operations, enhance customer satisfaction, and deliver significant ROI.

Improve Your Full-lifecycle CX with SupportNinja

Ready to transform your customer experience and boost results? Discover how SupportNinja can enhance every stage of your CX journey. Get in touch now.