Conga
Customer Success Manager
NEWš° USD 100,000 - 125,000/yr
Job Description
[AI-summarized by JobStash]
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
- ā3-5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a related customer-facing role
- āExperience in an enterprise or complex mid-market environment
- āAbility to build success plans with SMART goals and track progress against them
- āProactive account strategy development in alignment with Sales
- āRisk identification and mitigation skills
- āCuriosity and product fluency for sophisticated products and nuanced workflows
- āStrong communication, interpersonal, and relationship-building skills
- āCross-functional collaboration with Sales, Renewal Management, Professional Services, Support, and Product
- āSelf-motivation, ownership mentality, and commitment to continuous growth
- āAnalytical comfort working with data to tell a story
- āFamiliarity with Gainsight, Salesforce, PowerBI, or Clari is a plus
- āExperience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms is a plus
- āExposure to a defined success methodology such as structured QBRs, formal health scoring, or executive business reviews is a plus
- āTrack record of contributing to expansion or renewal outcomes is a plus
Responsibilities
- āOwn a portfolio of Enterprise accounts as the primary relationship steward
- āBuild proactive, outcome-driven account strategies anchored in SMART goals
- āCo-create success plans with customers and track progress against measurable milestones
- āPartner with Sales counterparts on shared account strategy to drive retention, expansion, and pipeline
- āIdentify account risks and develop mitigation plans with the account team
- āBuild executive relationships and lead executive business reviews
- āTranslate adoption metrics, usage trends, and business KPIs into value narratives for customer executives
- āAdvocate for adoption strategies grounded in customer outcomes
- āCollaborate cross-functionally with Sales, Renewal Management, Professional Services, Support, and Product
- āDrive expansion conversations quarterly in partnership with Sales
- āManage a book of business with 15+ accounts simultaneously
Benefits & Perks
- āVariable incentive pay
- āFlexible work options
- āMedical insurance
- āDental insurance