Consistently named one of the top D.C. start-ups to watch since 2016, Quorum builds software that helps public affairs professionals work smarter and move faster. Our philosophy is people-first, whether we're supporting team members in their careers or prioritizing our clients with a best-in-class customer success program. Quorum's clients use our tools to bring a modern approach to advocacy work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and more than a dozen countries.

What You’ll Do

As the Customer Success Operations Manager, you’ll oversee the performance, stability, and usability of the Customer Success team’s tech stack and drive best practices from the systems for maximum return on investment.

  • First Week: You’ll get to know the Customer Success team and our tech stack.
  • First Month: You’ll onboard to all of our systems and start handling basic requests and needs, including producing monthly retention and expansion forecasts.
  • First Six Months: You’ll deploy new customizations (e.g. playbooks, workflows, reports, dashboards, integrations, etc.) and improvements to our systems, perform quality assurance checks, and troubleshoot technical issues. You’ll conduct a requirements gathering analysis of the needs of Quorum’s Customer Success department over the next 2-3 years and recommend changes or additions to our tech stack.
  • First Year: You’ll provide ongoing analysis, development and implementation of scalable business processes on the Customer Success team including the development of playbooks, calls to action, and overall usage of tools in the Customer Success team’s tech stack to ensure team members are operating at their highest productivity in supporting our customer base. You’ll standardize and manage documentation of our essential systems. You’ll provide day-to-day end-user support to team members across the Customer Success department.

About You

  • You have at least two (2) years of experience working in an equivalent role in a Customer Success Operations or Professional Services Operations environment for a Software as a Service (SaaS) company
  • You have experience as a database administrator of a Customer Success tool (e.g. ChurnZero, Gainsight, Zendesk) and/or a Professional Services Automation (PSA) tool (e.g. Kimble, FinancialForce, Klient)
  • You possess strong strong analytical and critical thinking skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail
  • You are excited to identify problems, develop several proposed solutions, work with stakeholders across multiple departments to build consensus around the best solution, and own the execution of that solution
  • You take pride in critically evaluating information gathered from multiple sources, reconciling conflicts, and distinguishing user requests from underlying company needs
  • You are able to work independently, multi-task effectively and thrive in a fast-paced, dynamic environment with general direction and guidance
  • You have technical skills to upgrade, troubleshoot, and implement new programs
  • You are an especially strong candidate if you have completed your Salesforce Administrator certification

About the Customer Success Team

  • We’re responsible for ensuring that clients have an amazing experience with Quorum
  • We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
  • We are dedicated to every user’s success and address challenges quickly and creatively
  • We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
  • We take pride in developing personal relationships with our users and our team
  • We regularly support one another to ensure the success of our team and our clients
  • We're very close as a company—we work together, hang out together, and we value each others' ideas and input

If you'd like to have a big impact at a fast-growing company that is changing the way the advocacy process works, drop us a line. We'd love to talk to you!

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At Quorum, inclusion and diversity means trust and progress. Trust because people who trust one another grow with one another and progress because the work is never done. We strongly encourage women, people of color, individuals identifying as LGBTQ, veterans, and individuals with disabilities to apply to join us.

The Quorum team is comprised of former Hill staffers, campaign vets, engineers, and everyone in between—including marathon runners, blacksmiths, chefs, and more. We are constantly striving to build and maintain a workplace in which every team member feels welcomed, respected, and valued. In order to better understand our diversity and inclusion efforts and to comply with applicable federal and state Equal Employment Opportunity recordkeeping and reporting obligations, we invite applicants to self-identify their gender identity, race/ethnicity, sexual orientation, veteran status, and disability status.

Quorum is committed to providing equal employment opportunities to all team members and applicants for employment regardless of gender identity, race, color, sexual orientation, veteran status, physical or mental disability, religion, national origin, age, sex, marital status, ancestry, and any other category protected by federal, state, or local law. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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