Customer Success Manager

Conga provides commercial operations software for businesses. The Customer Success Manager manages large, complex national and global customer accounts, driving product adoption and measurable business outcomes while serving as a strategic advisor and cross-functional liaison.

Responsibilities:

• The Customer Success Manager will manage a portfolio of Conga’s large, and complex national and global accounts
• You’ll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes
• Acting as a strategic advisor and cross-functional liaison, you’ll deeply understand customer needs, coach them toward success, and continuously seek insights to strengthen the partnership
• You will act as a strategic trusted advisor for your customers, building and managing executive relationships with multiple stakeholders

Requirements:

• 3 to 5 years of B2B SaaS experience owning accountability for strategic and enterprise level, national or global customer accounts
• As a subset of total experience, 3 or more years of B2B SaaS Customer Success experience in a complex enterprise grade SaaS company with a proven track record of customer retention and expansion
• Able to interpret complex data, uncover patterns, and translate insights into actionable strategies. Uses data-driven approaches to guide customer maturity, identify areas for improvement, and track success with precision
• Be comfortable using tools such as PowerBI, Gainsight, Salesforce and Clari
• Exceptional communicator with the ability to clearly convey complex concepts and technical details to both executive-level and non-technical audiences
• Skilled at building rapport, earning trust, and managing relationships across diverse customer profiles and internal teams
• Strategic problem-solver with a proactive mindset—comfortable navigating complexity and ambiguity
• Equally adept at diving into operational details and engaging at a strategic level to drive meaningful customer outcomes
• Demonstrated ability to lead complex, cross-functional customer initiatives from planning through execution
• Skilled at defining objectives, coordinating stakeholders, managing timelines, dependencies, risks, and action items, and maintaining accountability to drive initiatives toward measurable outcomes
• Able to align product functionality and adoption to broader business goals, interpreting or creating these in partnership with your customers
• Confident in advising on best practices, backed by a solid understanding of revenue models, KPIs, and financial metrics relevant to the customer's industry
• Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions
• Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships
• Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success
• Willingness to adapt and learn new skills as your customer's industry and revenue lifecycle processes evolve
• Experience with Revenue Lifecycle Management, strategic pricing, contract management, CPQ, or related commercial process platforms
• Strong technical background demonstrating a command of the products or platform
• Able to demonstrate a strong project management skillset
• Exposure to working in a defined success methodology (e.g., structured QBRs, formal health scoring, executive business reviews)
• A track record of contributing to expansion or renewal outcomes — not just customer satisfaction scores
• Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development
• Demonstrated ability to manage a book of business with 15+ accounts simultaneously without things falling through the cracks