Customer Success Manager

Summary

Conga is a commercial operations platform company that helps businesses connect pricing, quoting, contracting, rebates, and communications processes. The Customer Success Manager owns a portfolio of Enterprise accounts, develops outcome-driven success strategies, builds executive relationships, and partners with Sales to drive retention, expansion, adoption, and pipeline contribution.

Responsibilities

• Owns a portfolio of Enterprise accounts and is the primary relationship steward between those customers and Conga
• Working hand-in-hand with their aligned Sales counterpart, the CSM builds proactive, outcome-driven strategies that deliver measurable value — resulting in strong retention, expansion, and pipeline contribution
• Every engagement is anchored in SMART goals developed collaboratively with the customer, tracked rigorously, and used to demonstrate the quantified impact of the Conga platform on the customer's business
• Setting the strategic agenda, building executive relationships, co-creating success plans, and proactively identifying opportunities to expand value before the customer even knows they need it
• Build a success plan with goals that are Specific, Measurable, Achievable, Relevant, and Time-bound, and hold yourself and the customer accountable to tracking progress against them
• Build a point of view on each account, develop it jointly with your Sales counterpart, and show up with a plan
• Read the signals — engagement patterns, stakeholder changes, adoption gaps, unresolved friction — and act on them before they become problems
• When risk surfaces, develop a clear mitigation plan in close partnership with your account team, aligning on the right actions, owners, and timeline to protect the relationship and the business
• Take a complicated platform capability and make a customer understand exactly why it matters for their business
• Build trust by doing what you say you're going to do
• Navigate a difficult conversation without flinching, and make the customer feel heard even when the answer isn't what they hoped for
• Build internal relationships, advocate effectively across teams, and bring the right people into a customer conversation at the right time
• Partner with customers to develop an adoption strategy grounded in what matters most to their business and rooted in the outcomes that brought them to Conga in the first place
• Advocate for a more structured path to achieving customer outcomes — respectfully, persistently, and with the customer's goals front and center
• Manage your book of business like it's your own
• Set your own priorities, track your own commitments, and follow up
• Continuously improve your craft through executive business reviews, strategic account planning, change management strategy, health scoring, and adoption planning
• Look at adoption metrics, usage trends, or business KPIs and turn them into a narrative that means something to a customer executive
• Established trusted relationships with key stakeholders across their account portfolio
• Co-created SMART success plans with each Enterprise account, with documented baselines and measurable milestones
• Aligned with Sales counterparts on a shared account strategy for every account in the book
• Identified and actively managed at-risk accounts in partnership with Sales and Renewal Management, with documented mitigation plans
• Driven at least one meaningful expansion conversation per quarter in partnership with Sales
• Maintained or improved portfolio retention rates, with no surprise churn
• Demonstrated quantified value delivery that customers can speak to in their own words

Skills

• 3–5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a closely related customer-facing role — with at least some of that experience in an enterprise or complex mid-market environment
• You know how to build a success plan with goals that are Specific, Measurable, Achievable, Relevant, and Time-bound, and you hold yourself and the customer accountable to tracking progress against them
• You build a point of view on each account, develop it jointly with your Sales counterpart, and show up with a plan
• You develop a clear mitigation plan in close partnership with your account team, aligning on the right actions, owners, and timeline to protect the relationship and the business
• You don't need to know everything on day one, but you need to have the genuine curiosity and work ethic to learn — and you need to be the kind of person who finds it interesting, not overwhelming
• The CSMs who win here are the ones who can take a complicated platform capability and make a customer understand exactly why it matters for their business
• You're comfortable in a room with a VP, and equally comfortable rolling up your sleeves with an admin working in the system every day
• You communicate clearly, you listen well, and you build trust by doing what you say you're going to do
• You know how to navigate a difficult conversation without flinching, and you know how to make the customer feel heard even when the answer isn't what they hoped for
• This role requires genuine cross-functional partnership — with Sales, Renewal Management, Professional Services/Partner team, Support, and Product
• You know how to build internal relationships, advocate effectively across teams, and bring the right people into a customer conversation at the right time
• You partner with them to develop an adoption strategy grounded in what matters most to their business and rooted in the outcomes that brought them to Conga in the first place
• If there's a more structured path to achieving those outcomes, you advocate for it — respectfully, persistently, and with the customer's goals front and center
• You're not afraid to ask the hard question, push back when it serves the customer, or challenge an approach when you know there's a better way forward
• You manage your book of business like it's your own
• You set your own priorities, track your own commitments, and don't need to be told twice to follow up
• You treat every account as if your name is on the outcome — because it is
• We're looking for someone who is driven to continuously improve their craft — someone who understands that the work we do (executive business reviews, strategic account planning, change management strategy, health scoring, adoption planning) isn't a checklist
• You're comfortable working with data to tell a story
• You can look at adoption metrics, usage trends, or business KPIs and turn them into a narrative that means something to a customer executive
• Familiarity with tools like Gainsight, Salesforce, PowerBI, or Clari is a plus
• Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms
• Exposure to working in a defined success methodology (e.g., structured QBRs, formal health scoring, executive business reviews)
• A track record of contributing to expansion or renewal outcomes — not just customer satisfaction scores
• Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development
• Demonstrated ability to manage a book of business with 15+ accounts simultaneously without things falling through the cracks

Qualifications

Must Haves

• 3–5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a closely related customer-facing role — with at least some of that experience in an enterprise or complex mid-market environment
• You know how to build a success plan with goals that are Specific, Measurable, Achievable, Relevant, and Time-bound, and you hold yourself and the customer accountable to tracking progress against them
• You build a point of view on each account, develop it jointly with your Sales counterpart, and show up with a plan
• You develop a clear mitigation plan in close partnership with your account team, aligning on the right actions, owners, and timeline to protect the relationship and the business
• You don't need to know everything on day one, but you need to have the genuine curiosity and work ethic to learn — and you need to be the kind of person who finds it interesting, not overwhelming
• The CSMs who win here are the ones who can take a complicated platform capability and make a customer understand exactly why it matters for their business
• You're comfortable in a room with a VP, and equally comfortable rolling up your sleeves with an admin working in the system every day
• You communicate clearly, you listen well, and you build trust by doing what you say you're going to do
• You know how to navigate a difficult conversation without flinching, and you know how to make the customer feel heard even when the answer isn't what they hoped for
• This role requires genuine cross-functional partnership — with Sales, Renewal Management, Professional Services/Partner team, Support, and Product
• You know how to build internal relationships, advocate effectively across teams, and bring the right people into a customer conversation at the right time
• You partner with them to develop an adoption strategy grounded in what matters most to their business and rooted in the outcomes that brought them to Conga in the first place
• If there's a more structured path to achieving those outcomes, you advocate for it — respectfully, persistently, and with the customer's goals front and center
• You're not afraid to ask the hard question, push back when it serves the customer, or challenge an approach when you know there's a better way forward
• You manage your book of business like it's your own
• You set your own priorities, track your own commitments, and don't need to be told twice to follow up
• You treat every account as if your name is on the outcome — because it is
• We're looking for someone who is driven to continuously improve their craft — someone who understands that the work we do (executive business reviews, strategic account planning, change management strategy, health scoring, adoption planning) isn't a checklist
• You're comfortable working with data to tell a story
• You can look at adoption metrics, usage trends, or business KPIs and turn them into a narrative that means something to a customer executive

Nice to Haves

• Familiarity with tools like Gainsight, Salesforce, PowerBI, or Clari is a plus
• Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms
• Exposure to working in a defined success methodology (e.g., structured QBRs, formal health scoring, executive business reviews)
• A track record of contributing to expansion or renewal outcomes — not just customer satisfaction scores
• Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development
• Demonstrated ability to manage a book of business with 15+ accounts simultaneously without things falling through the cracks

Benefits

• Variable incentive pay component
• Flexible work options
• Medical and dental insurance