Customer Success Manager

A career that’s the whole package!

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.

Job Title:  Customer Success Manager

Reports to:  Director, Customer Success

Location:   United Kingdom or France (remote)

Travel : 20% in EMEA

Languages: German and English at native/C2 level

A quick snapshot…

The Customer Success Manager’s primary responsibilities are to manage a book of global, complex customers who have invested in Conga to power their revenue operations. You will perform detailed adoption analysis and engage customer in joint planning to increase adoption, lead value realization activities like customer stakeholder alignment and roadmap reviews to ensure the Conga solution is continuing to be iterated on and improved in the customer’s environment. You’ll also drive customer advocacy by ensuring technical issues are being resolved quickly and efficiently by your internal Conga partners. You are a facilitator, a coach, a consultant and never stop asking questions to get to KNOW your customers.

Why it’s a big deal…

Conga’s Customer Success team has a culture unlike any other. We are fun, collaborative, celebratory, passionate, and driven. We invest in our team and when you work every day to ensure your customers' success, you ensure the success of yourself and Conga. At Conga, our customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our CSMs are the customer's voice, the facilitator of conversations and the driver of outcomes for the Customer and Conga. We drive adoption of Conga products, identify expansion, own mitigation of risk using our cross functional teams and improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.

Here’s what we’re looking for....

Customer Success Expertise: You have a proven track record of managing and growing customer relationships in large enterprise or strategic accounts across EMEA, including Germany; with 3-5 years of experience in a customer success role. Demonstrated ability to drive customer satisfaction, retention, and expansion through effective relationship management and product knowledge.

Strong Project Management or Consultant Experience : You will drive customers forward, track their goals, navigate challenges, and strategize about their future state. Present these needs to day-to-day contacts, executives, and everyone in between.

Change Agent : Solve problems, create plans, drive customer change, and navigate evolving needs, goals, and challenges. Be inquisitive and challenge customers to understand impacts. Curiosity is crucial to your success.

Strong Technical Background and Acumen : In-depth knowledge and experience with revenue management and/or contract management software solutions, commercial functions, and processes. Ability to demo and provide best practices for optimized software use.

Analytical Skills : Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics.

Communication and Interpersonal Skills : Excellent verbal and written communication skills, with the ability to articulate complex concepts and technical information to both technical and non-technical stakeholders. Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams.

Leadership and Teamwork : Experience collaborating with cross-functional teams to achieve common goals. Open to mentoring and guiding junior customer success managers, and working collaboratively with sales, marketing, product, and support teams to deliver exceptional customer experiences.

Problem-Solving and Proactive Mindset : Strong problem-solving skills to identify and address customer challenges, provide innovative solutions, and proactively anticipate customer needs. Thrive in a fast-paced and dynamic environment, adapting quickly to changing circumstances.

Business Acumen : Understanding of business strategy and the ability to align customer success initiatives with overall business objectives. Knowledge of revenue models, key performance indicators (KPIs), and financial metrics …