Sr. Customer Success Manager, Strategic Accounts

Company Description

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, support for growth through individual and team development, and an environment where all voices can be heard.

Conga crushes complexity within an increasingly complex world. With our revenue lifecycle management solution, we transform your unique complexities for order configuration, execution, fulfillment, and contract renewal processes with a single critical insights data model that adapts to ever-changing business requirements and aligns the understanding and efforts of every team.

Our mission: Empower customers to deliver transformational revenue growth by aligning teams, processes, and technology to maximize customer lifetime value.

Our approach is grounded in the Conga Way, a framework for what we stand for and everything we do as an organization — from hiring to decision making and product development. Developed with direct input from our colleagues, the Conga Way is the foundation for our culture.

Job Description

Job Title: Sr. Customer Success Manager, Strategic Accounts

Locations: Remote US

Reports to: Director, Strategic Customer Success

A quick snapshot…

The Strategic Customer Success Manager’s primary responsibilities are to manage a small 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 Strategic customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our Strategic CSMs are the voice of the customer, the facilitator of conversations and the driver of outcomes both for the Customer and Conga. We identify expansion, mitigate risk using our cross functional teams and improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.

Are you the person we’re looking for?

Customer success expertise. Proven track record of successfully managing and growing customer relationships, preferably in a senior or leadership capacity. Demonstrated ability to drive customer satisfaction, retention, and expansion.

Strong technical background and acumen. In-depth understanding of Revenue Management and/or contract management software solutions, commercial functions and processes as well as IT project management fundamentals

Analytical skills. Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Ability to 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 effectively 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 leading a team or collaborating with cross-functional teams to achieve common goals. Ability to mentor and guide junior customer success managers, and work 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. Ability to 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