Customer Success Manager

Job Title: Customer Success Manager 

Reports to: Director, Customer Success 

Location: United Kingdom; 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 relevant to the specific industry.

Customer Advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships.

Continuous Learning and Adaptability: Commitment to staying updated with product enhancements, industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customer’s industry and revenue lifecycle processes evolve.

Here’s what will give you an edge....

Industry-Specific Experience: Prior experience in CLM (Contract Lifecycle Management), CPQ (Configure Price Quote), or Pricing software (Smart Price Management, Smart Price Optimiszation) is highly desirable. Experience in Healthcare, Financial Services, Technology, or a closely related field is advantageous.

Revenue Lifecycle-Specific Training: Participation in workshops, seminars, or training programs focused on revenue processes and solutions can demonstrate a commitment to professional development and a deeper understanding of industry-specific challenges.

Hands-On SaaS Product Experience: Prior experience or intention to continuously learn a suite of products and how they are leveraged by end users to drive value toward business goals. Demonstration of product certifications and proactive planning on leveraging best practices for improved product adoption is preferred.