Customer Success Manager
Skills
About the Role
You will own a portfolio of Enterprise accounts and serve as the primary relationship steward between those customers and Conga. You will build proactive, outcome-driven strategies anchored in SMART goals developed collaboratively with each customer, track progress rigorously, and demonstrate the quantified impact of the platform. You will partner closely with a Sales counterpart to drive retention, expansion, and pipeline, identify and mitigate account risk before it becomes a problem, and build executive relationships while co-creating success plans. You will turn adoption metrics, usage trends, and business KPIs into compelling narratives for customer executives, lead executive business reviews and strategic account planning, and collaborate cross-functionally with Sales, Renewal Management, Professional Services, Support, and Product. You will manage your book of business with full ownership, continuously improve your craft, and confidently challenge customers toward better paths to their outcomes.
Requirements
- 3-5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a related customer-facing role
- Experience in an enterprise or complex mid-market environment
- Ability to build success plans with SMART goals and track progress against them
- Proactive account strategy development in alignment with Sales
- Risk identification and mitigation skills
- Curiosity and product fluency for sophisticated products and nuanced workflows
- Strong communication, interpersonal, and relationship-building skills
- Cross-functional collaboration with Sales, Renewal Management, Professional Services, Support, and Product
- Self-motivation, ownership mentality, and commitment to continuous growth
- Analytical comfort working with data to tell a story
- Familiarity with Gainsight, Salesforce, PowerBI, or Clari is a plus
- Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms is a plus
- Exposure to a defined success methodology such as structured QBRs, formal health scoring, or executive business reviews is a plus
- Track record of contributing to expansion or renewal outcomes is a plus
Responsibilities
- Own a portfolio of Enterprise accounts as the primary relationship steward
- Build proactive, outcome-driven account strategies anchored in SMART goals
- Co-create success plans with customers and track progress against measurable milestones
- Partner with Sales counterparts on shared account strategy to drive retention, expansion, and pipeline
- Identify account risks and develop mitigation plans with the account team
- Build executive relationships and lead executive business reviews
- Translate adoption metrics, usage trends, and business KPIs into value narratives for customer executives
- Advocate for adoption strategies grounded in customer outcomes
- Collaborate cross-functionally with Sales, Renewal Management, Professional Services, Support, and Product
- Drive expansion conversations quarterly in partnership with Sales
- Manage a book of business with 15+ accounts simultaneously
Benefits
- Variable incentive pay
- Flexible work options
- Medical insurance
- Dental insurance
