Director, Customer Success

Conga

14h•Hybrid

About The Position

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line. Our approach is grounded in the Conga Way, a framework that reflects our values and drives everything from hiring to decision-making, as well as key programs including recognition. Created with direct input from our colleagues, the Conga Way forms the foundation of our vibrant culture.

Requirements

10+ years managing large, high-value, complex books of business within a SaaS environment.
Thrive when you can measure your team’s outcomes consistently with accuracy and a clear point of view.
Scaled strategic playbooks tailored for enterprise-level customers and maximized for consistent reach across all levels of the customer’s organization.
Proven track record of successfully growing, leading and developing high-performing Customer Success Teams in a complex B2B SaaS environment.
Proven experience working with Fortune 100, 200, and 500 companies and understand the unique opportunities of enterprise adoption.
Understand when to collaborate, when to escalate, and how to influence outcomes across teams.
Own and support resolution to customer escalations, while also building executive-level (VP+) relationships at key customers.
Take pride in the quality of your work and the accountability you drive to ensure your team is at its best.
Strong ability to articulate product and financial value to executive-level customers and coach teams to do the same.
Comfortable leveraging fresh technologies to enhance the efficiency and efficacy of our team.
Worked with key CS software, including Salesforce, Gainsight, Clari/Gong, and Jira.
Leveraged AI and have demonstratable and measurable examples of both what you did and the outcomes it drove.
Resourceful and Collaborative: When you have questions, you find answers; when you’re faced with challenges, you find solutions.

Nice To Haves

Worked with products in the revenue lifecycle management space.
Think critically to problem solve.

Responsibilities

Lead and continue to grow a highly skilled team of tenured Enterprise and Strategic CSMs, guiding how they partner with some of our most sophisticated and complex organizations.
Provide leadership expertise and coaching to grow your team while demonstrating clear, independent ownership for your portfolio.
Own a book of business made of Fortune 100, 200, and 500 customers and ensuring they have measurable, verified outcomes.
Play a vital role in how we achieve our revenue outcomes.
Balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.
Deliver clear, actionable feedback, and build a culture where your team can grow and succeed.
Ensure customers realize value across their lifecycle and achieve their objectives with Conga, balancing hands-on support with scalable approaches.
Partner effectively with Sales, Product, Engineering, Support, and Operations to align on customer needs and deliver solutions.
Represent the voice of the customer, and provide critical feedback and inputs that drive strategy across the business.
Own and support resolution to customer escalations, while also building executive-level (VP+) relationships at key customers.
Take pride in the quality of your work and the accountability you drive to ensure your team is at its best.
Articulate product and financial value to executive-level customers and coach teams to do the same.
Proactively address thematic customer opportunities and improve our processes accordingly.
Leverage fresh technologies to enhance the efficiency and efficacy of our team.
Think critically to problem solve.
Manage renewal forecasts using systems-based methodologies.
Find answers to questions and solutions to challenges.
Apply knowledge across the business where it makes sense.