Director, Strategic Customer Success

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: Director, Strategic Customer Success

Locations: Remote US

Reports to: Vice President, Customer Success

A quick snapshot…

The Director, Strategic Customer Success will be responsible for managing the health and adoption of Conga’s global strategic customer segment and the team of 6-8 globally dispersed Strategic Customer Success managers. The leader will exemplify strong leadership skills, demonstrate proven success in achieving adoption/renewal targets and build a team culture focused on revenue retention and expansion results. Candidate will also lead the team through planning, accurate forecasting, adoption strategies, and daily management to achieve industry leading renewal rates while supporting overall account strategies established by go to market account executives.

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 Customer Success team is 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?

Leadership. We are looking for a proven leader with at least 5-7 years of direct leadership experience and 10+ years of professional Customer Success, Consulting, or Sales management background and experience, preferably in a B2B SaaS or technology-driven organization working with a global customer base. You have a proven track record of, and ability to coach teams to, collaborating closely with the sales, product, and marketing teams to develop a deep understanding of customers' business needs and goals, and provide input on product and service enhancements. You understand what it takes to develop and execute customer success/account plans, including onboarding, adoption, and renewal strategies, to drive long-term customer value and maximize customer lifetime value (CLTV). You get excited about the broader Customer Success mission of being ‘A TEAM in pursuit of sustainable customer wins’ and our operating motto of ‘Own It, Do It, and Enjoy It.’

Drive & Desire. You have the ability to successfully leverage all resources. You have a strong sales acumen with an operational mindset and can scale between the daily cadence of portfolio reviews and running strategic initiatives to improve the health of the overall segment. You are self-motivated and have a strong desire to succeed. You have the ability to inspire and create a

culture within the Strategic CS team that models this behavior within each individual book of business.

Initiative. You don’t wait around for things to happen. You’re not only proactive about completing your own work, but you are not shy about pulling in the necessary resources to help you achieve your goals and desired outcomes. You build teams to have this same focus within their book of business.

Here’s what will give you an edge…

Domain expertise. Let’s face it, understanding Revenue Lifecycle Management software (Configure, Price, Q