Customer Success Manager

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line.

About the role

The Customer Success Manager (CSM) 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.

This is a role for someone who is genuinely curious, energized by complexity, and committed to doing the work of understanding intricate products and workflows so they can translate that knowledge into clear, compelling value for the customer.

Responsibilities

• Set the strategic agenda for your portfolio of Enterprise accounts, building executive relationships and co-creating success plans.
• Proactively identify opportunities to expand value before the customer even knows they need it.
• Drive retention, expansion revenue, and pipeline development through close partnership with Sales.
• Develop and track SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals with customers to demonstrate quantified impact.
• Read signals (engagement patterns, stakeholder changes, adoption gaps) and act on risks before they become problems, developing mitigation plans with your account team.
• Translate complex platform capabilities into clear business value for customers.
• Navigate difficult conversations and build trust with stakeholders at all levels, from VPs to system admins.
• Collaborate cross-functionally with Sales, Renewal Management, Professional Services, Support, and Product teams.
• Advocate for adoption strategies that align with customer business goals, challenging approaches when a better path exists.
• Manage your book of business with ownership, setting priorities and tracking commitments independently.
• Use data (adoption metrics, usage trends, business KPIs) to craft narratives that resonate with customer executives.

Requirements

• 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 experience in an enterprise or complex mid-market environment.
• Ability to develop outcome-oriented success plans with SMART goals and hold yourself and customers accountable to them.
• Proactive approach to account strategy, developed jointly with Sales counterparts.
• Skill in identifying and mitigating risks (e.g., engagement patterns, stakeholder changes, adoption gaps) before they escalate.
• Genuine curiosity and work ethic to learn sophisticated products and nuanced workflows.
• Strong communication and interpersonal skills to build trust across diverse stakeholders.
• Confidence to challenge customers constructively when it serves their goals.
• Self-motivation and ownership mentality to manage your book of business like it’s your own.
• Analytical comfort to turn data (e.g., adoption metrics, usage trends) into compelling narratives for executives.

What will give you an edge

• Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms.
• Exposure to structured success methodologies (e.g., formal QBRs, health scoring, executive business reviews).
• Track record of contributing to expansion or renewal outcomes beyond customer satisfaction scores.
• Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development.
• Demonstrated ability to manage 15+ accounts simultaneously without oversight.

Success in the first 6–12 months

• Established trusted relationships with key stakeholders across your account portfolio.
• Co-created SMART success plans with each Enterprise account, including documented baselines and measurable milestones.
• Aligned with Sales counterparts on a shared account strategy for every account in your book.
• Identified and actively managed at-risk accounts with documented mitigation plans.
• Drove 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 articulate in their own words.

Pay

U.S. base salary range: $100,000–$125,000 USD. In addition to base salary, this role includes variable incentive pay, flexible work options, and a full range of benefits including medical and dental insurance.