Director, Customer Success

Conga

7h•Remote

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 accelerates the customer’s journey to becoming a more connected and intelligent business. The Conga Advantage Platform is recognized worldwide for enhancing this journey, bringing together Configure, Price, Quote, Contract Lifecycle Management, and Document Automation capabilities on a single open platform. It integrates seamlessly with any ERP, CRM, and Cloud. Powered by a unified data model and purpose-built AI, Conga helps companies achieve a unique advantage—one built on seamless connection, actionable intelligence, and scalable growth. 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. Director of Customer Success US – Boston, MA; US – Houston, TX; US – Denver, CO Locations: Boston, MA (Remote); Houston, TX (Hybrid); Denver, CO (Remote) Reports to: Senior Director of Customer Success A quick snapshot… As a Director of Customer Success at Conga, you will 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. You will provide leadership expertise and coaching to grow your team while demonstrating clear, independent ownership for your portfolio. Why it’s a big deal… You and your team will be responsible for owning a book of business made of Fortune 100, 200, and 500 customers and ensuring they have measurable, verified outcomes. You will play a vital role in how we achieve our revenue outcomes. Here’s the person we’re looking for… Related experience: 10+ years managing large, high-value, complex books of business within a SaaS environment. Bonus points if you’ve worked with products in the revenue lifecycle management space. Operator: You thrive when you can measure your team’s outcomes consistently with accuracy and a clear point of view. You likely have scaled strategic playbooks tailored for enterprise-level customers and maximized for consistent reach across all levels of the customer’s organization. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results. Proven Leadership & Coaching: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a complex B2B SaaS environment. You know how to deliver clear, actionable feedback, and you build a culture where your team can grow and succeed. Customer-Centricity with an Enterprise Focus: You bring proven experience working with Fortune 100, 200, and 500 cmpanies and understand the unique opportunities of enterprise adoption. You ensure customers realize value across their lifecycle and achieve their objectives with Conga, balancing hands-on support with scalable approaches. Cross-Functional Partnership: You partner effectively with Sales, Product, Engineering, Support, and Operations to align on customer needs and deliver solutions. You understand when to collaborate, when to escalate, and how to influence outcomes across teams. Your teams represent the voice of the customer, and you provide critical feedback and inputs that drive strategy across the business. Owner Mentality: This is your portfolio and you treat it that way! You own and support resolution to customer escalations, while also building executive-level (VP+) relationships at key customers. You take pride in the quality of your work and the accountability you drive to ensure your team is at its best.

Requirements

10+ years managing large, high-value, complex books of business within a SaaS environment.
You thrive when you can measure your team’s outcomes consistently with accuracy and a clear point of view.
You likely have scaled strategic playbooks tailored for enterprise-level customers and maximized for consistent reach across all levels of the customer’s organization.
You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.
You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a complex B2B SaaS environment.
You know how to deliver clear, actionable feedback, and you build a culture where your team can grow and succeed.
You bring proven experience working with Fortune 100, 200, and 500 cmpanies and understand the unique opportunities of enterprise adoption.
You ensure customers realize value across their lifecycle and achieve their objectives with Conga, balancing hands-on support with scalable approaches.
You partner effectively with Sales, Product, Engineering, Support, and Operations to align on customer needs and deliver solutions.
You understand when to collaborate, when to escalate, and how to influence outcomes across teams.
You own and support resolution to customer escalations, while also building executive-level (VP+) relationships at key customers.
You take pride in the quality of your work and the accountability you drive to ensure your team is at its best.

Nice To Haves

Worked with products in the revenue lifecycle management space.
Strong ability to articulate product and financial value to executive-level customers and coach teams to do the same.
You proactively address thematic customer opportunities and improve our processes accordingly; you’re comfortable leveraging fresh technologies to enhance the efficiency and efficacy of our team. You don’t rely on ‘I’ve seen this done’ but instead think critically to problem solve.
You have worked with key CS software, including Salesforce, Gainsight, Clari/Gong, and Jira.
You’ve leveraged AI and have demonstratable and measurable examples of both what you did and the outcomes it drove.
You’ve managed renewal forecasts using systems-based methodologies.
At Conga, we achieve together-- when you have questions, you find answers; when you’re faced with challenges, you find solutions. You turn to a variety of resources, including your colleagues, professional network, the Internet, articles, books -- whatever helps you get the job done. Then you apply that knowledge across the business where it makes sense.

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.
Owning 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.
Measure your team’s outcomes consistently with accuracy and a clear point of view.
Scale strategic playbooks tailored for enterprise-level customers and maximized for consistent reach across all levels of the customer’s organization.
Balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.
Deliver clear, actionable feedback, and you 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.
Understand when to collaborate, when to escalate, and how to influence outcomes across teams.
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.