Customer Success Manager
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Job Description
Customer Success Manager managing Enterprise accounts for Conga, which unifies commercial operations workflows. Driving customer value, retention, expansion, and pipeline through strategic success planning.
Responsibilities:
- Own a portfolio of Enterprise accounts as the primary relationship steward between customers and Conga
- Build proactive, outcome-driven customer strategies with aligned Sales counterparts
- Deliver measurable customer value to support retention, expansion, and pipeline contribution
- Collaboratively develop SMART goals, track progress, and demonstrate quantified platform impact
- Set the strategic agenda and build executive relationships
- Co-create success plans and proactively identify opportunities to expand customer value
- Monitor engagement patterns, stakeholder changes, adoption gaps, and unresolved friction
- Develop and execute risk mitigation plans with account teams
- Translate complex Conga platform capabilities into clear customer business value
- Build adoption strategies grounded in customer business outcomes
- Manage book-of-business priorities, commitments, executive business reviews, strategic account planning, change management strategy, health scoring, and adoption planning
- Analyze adoption metrics, usage trends, and business KPIs
- Collaborate cross-functionally with Sales, Renewal Management, Professional Services/Partner team, Support, and Product
- Establish stakeholder relationships, document SMART success plans, align account strategies, manage at-risk accounts, drive quarterly expansion conversations, and maintain portfolio retention
Requirements:
- 3–5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a closely related customer-facing role
- Experience in an enterprise or complex mid-market environment
- Ability to develop and track SMART goals and success plans
- Ability to build proactive account strategies with Sales counterparts
- Ability to identify customer risks and develop mitigation plans
- Curiosity and work ethic to learn sophisticated products and nuanced workflows
- Executive-level and administrator-level communication and relationship-building skills
- Cross-functional collaboration with Sales, Renewal Management, Professional Services/Partner team, Support, and Product
- Self-motivation, ownership mentality, prioritization, and follow-through
- Ability to use data, adoption metrics, usage trends, and business KPIs to tell a customer-value story
- Experience managing a book of business with 15+ accounts simultaneously is an edge
- Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms is an edge
- Exposure to defined success methodologies, such as structured QBRs, formal health scoring, and executive business reviews is an edge
- Track record contributing to expansion or renewal outcomes is an edge
- Familiarity with Enterprise Sales and CS collaboration on account strategy and pipeline development is an edge
- Familiarity with Gainsight, Salesforce, PowerBI, or Clari is a plus
Benefits:
- Variable incentive pay component
- Flexible work options
- Medical insurance
- Dental insurance
- Equal employment opportunities
- Reasonable accommodation for disabilities
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