Customer Success Manager

Conga

3d•$100,000 - $125,000•Remote

About The Position

The Customer Success Manager manages a portfolio of Conga’s large, complex national and global accounts. The role builds trusted customer relationships, drives product adoption, and helps customers achieve measurable business outcomes. As a strategic advisor and cross-functional liaison, the Customer Success Manager develops a deep understanding of customer needs, coaches customers toward success, and identifies insights that can strengthen the partnership. The role also builds and manages executive relationships across multiple stakeholders. This high-visibility position supports industry-leading customers that rely on Conga for revenue operations at scale. The Customer Success Manager influences strategic outcomes for national and global enterprises and contributes directly to customer retention, expansion, and satisfaction. The position is remote, with Eastern or Central Time Zone locations highly preferred, and requires up to 30% travel. It reports to the Senior Manager, Customer Success.

Requirements

3 to 5 years of B2B SaaS experience owning accountability for strategic and enterprise-level national or global customer accounts.
At least 3 years of B2B SaaS Customer Success experience at a complex, enterprise-grade SaaS company, with a proven track record of customer retention and expansion.
Ability to interpret complex data, uncover patterns, and translate insights into actionable strategies; comfort using PowerBI, Gainsight, Salesforce, and Clari.
Exceptional communication skills, including the ability to explain complex and technical concepts to executive and non-technical audiences.
Ability to build rapport, earn trust, and manage relationships across diverse customer profiles and internal teams.
Strategic problem-solving skills and a proactive mindset; comfort navigating complexity and ambiguity while engaging at both operational and strategic levels.
Demonstrated project management proficiency leading complex, cross-functional customer initiatives from planning through execution.
Business acumen to align product functionality and adoption with business goals and advise on best practices using knowledge of revenue models, KPIs, and relevant financial metrics.
Commitment to customer advocacy, satisfaction, loyalty, and long-term partnerships.
Curiosity and adaptability, including staying current with industry trends, emerging technologies, and customer success best practices.
Willingness to adapt and learn as customers’ industries and revenue lifecycle processes evolve.

Nice To Haves

Experience with Revenue Lifecycle Management, strategic pricing, contract management, CPQ, or related commercial process platforms.
Strong technical background and command of products or platforms.
Strong project management skillset.
Exposure to a defined customer success methodology, such as structured QBRs, formal health scoring, or executive business reviews.
Track record of contributing to expansion or renewal outcomes, beyond customer satisfaction scores.
Familiarity with collaboration between Enterprise Sales and Customer Success teams on account strategy and pipeline development.
Demonstrated ability to manage a book of business with 15 or more accounts simultaneously.

Responsibilities

Manage a portfolio of large, complex national and global customer accounts.
Build and manage trusted relationships with customer executives and multiple stakeholders.
Drive product adoption and help customers achieve measurable business outcomes.
Serve as a strategic advisor and cross-functional liaison, understanding customer needs and coaching customers toward success.
Use customer insights and data to identify opportunities for improvement and strengthen partnerships.
Contribute to customer retention, expansion, and satisfaction.
Lead complex, cross-functional customer initiatives from planning through execution, coordinating stakeholders, timelines, dependencies, risks, and action items.
Advocate for customers and influence internal stakeholders to deliver customer-centric solutions.