Customer Success Manager
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Job Description
Customer Success Manager helping global enterprises adopt Conga’s commercial operations software. Driving adoption, value realization, expansion, risk mitigation, and successful renewals across EMEA.
Responsibilities:
- Manage a book of global, complex customers using Conga revenue operations solutions
- Perform detailed customer adoption analysis
- Engage customers in joint planning to increase adoption
- Lead value realization activities, including customer stakeholder alignment and roadmap reviews
- Ensure Conga solutions are iterated on and improved in customer environments
- Drive customer advocacy by coordinating rapid resolution of technical issues with internal Conga partners
- Facilitate, coach, and consult customers while continually deepening customer understanding
- Drive adoption of Conga products
- Identify expansion opportunities
- Own risk mitigation using cross-functional teams
- Improve customer health and sentiment
- Ensure successful and growing renewals
- Track customer goals, navigate challenges, and strategize about future-state needs
- Present customer needs to day-to-day contacts, executives, and other stakeholders
- Collaborate with sales, marketing, product, and support teams
- Mentor and guide junior customer success managers
Requirements:
- 3–5 years of experience in a customer success role
- Proven track record managing and growing customer relationships in large enterprise or strategic accounts across EMEA, including Germany
- Ability to drive customer satisfaction, retention, and expansion through relationship management and product knowledge
- Strong project management or consulting experience
- In-depth knowledge and experience with revenue management and/or contract management software solutions, commercial functions, and processes
- Ability to demonstrate software and provide best practices for optimized use
- Proficiency analyzing complex data sets, identifying patterns, and deriving actionable insights
- Excellent verbal and written communication skills
- Strong interpersonal skills for building rapport, establishing trust, and managing diverse customer and internal relationships
- Experience collaborating with cross-functional teams
- Willingness to mentor and guide junior customer success managers
- Strong problem-solving skills and proactive mindset
- Ability to adapt quickly in a fast-paced, dynamic environment
- Understanding of business strategy, revenue models, KPIs, and relevant financial metrics
- German and English at native/C2 level
- Prior CLM, CPQ, or pricing software experience highly desirable
- Experience in Healthcare, Financial Services, Technology, or a closely related field advantageous
- Revenue lifecycle-specific training can demonstrate relevant expertise
- SaaS product experience and continuous learning preferred
- Product certifications preferred
Benefits:
- Individual and team development opportunities
- Equal employment opportunities
- Reasonable accommodation for applicants with disabilities
- Confidential handling of applicant information according to EEO guidelines
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