Customer Success Manager

About the role

Conga seeks a dedicated professional to manage relationships with key enterprise clients, ensuring they achieve maximum value from our solutions. This role focuses on proactive engagement, strategic planning, and fostering strong partnerships to drive customer retention and growth.

Key facts

What you'll do

• Act as the main point of contact for a portfolio of enterprise accounts, building and maintaining strong relationships.
• Develop and execute outcome-driven success strategies tailored to each client's business objectives.
• Collaborate closely with sales teams to ensure a unified approach to account management and identify expansion opportunities.
• Proactively identify and address potential risks to customer satisfaction and retention.
• Translate complex product capabilities into clear business value for customers.
• Build and nurture relationships with stakeholders at all levels within client organizations.
• Partner effectively with internal teams including Sales, Renewals, Professional Services, Support, and Product.
• Guide customers towards optimal adoption and utilization of Conga's platform.
• Conduct regular business reviews to demonstrate value and align on future strategies.

Requirements

• 3-5 years of recent, hands-on experience in B2B SaaS customer success, account management, or a similar client-facing role, with a significant portion focused on enterprise or complex mid-market clients.
• Proven ability to develop and track SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals with clients.
• Demonstrated experience in proactive strategy development and alignment with sales counterparts.
• Skill in identifying and mitigating customer-related risks.
• Strong curiosity and a demonstrated work ethic for learning complex products and workflows.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to engage effectively with executives and day-to-day users.
• Ability to build internal cross-functional partnerships and advocate effectively.
• Experience acting as a confident, constructive challenger to customer approaches when it serves their best interests.
• High degree of self-motivation, ownership, and a commitment to continuous professional growth.
• Comfort working with data to tell a compelling story and demonstrate business impact.

Nice to have

• Experience with Revenue Lifecycle Management, contract management, CPQ, or similar commercial process platforms.
• Familiarity with a structured success methodology, including formal QBRs, health scoring, and executive business reviews.
• A history of contributing to expansion or renewal outcomes, beyond just customer satisfaction metrics.
• Understanding of how Enterprise Sales and CS teams collaborate on account strategy and pipeline development.
• Proven ability to simultaneously manage a book of 15+ accounts effectively.

Skills & tools

• Familiarity with tools such as Gainsight, Salesforce, PowerBI, or Clari is beneficial.

Practical notes

• Base salary range: $100,000 - $125,000 USD.
• In addition to base salary, Conganeers receive a variable incentive pay component.
• Benefits include medical and dental insurance, and flexible work options.
• Resumes accepted in any format; PDF or plain text suggested.
• Conga is committed to diversity and encourages applications even if you don't meet every single requirement.