Customer Success Manager

Conga is a community where colleagues thrive, focusing on innovative and supportive growth. The Customer Success Manager (CSM) is responsible for managing Enterprise accounts, building strategies for retention and expansion, and ensuring customers derive measurable value from Conga's platform.

Responsibilities:

• Own a portfolio of Enterprise accounts and serve as the primary relationship steward between those customers and Conga
• Build proactive, outcome-driven strategies that deliver measurable value, resulting in strong retention, expansion, and pipeline contribution
• Develop SMART goals collaboratively with the customer, track progress, and demonstrate the quantified impact of the Conga platform on the customer's business
• Build a point of view on each account, develop it jointly with Sales, and show up with a plan
• Read engagement patterns, stakeholder changes, adoption gaps, and unresolved friction, and act on them before they become problems
• Develop a clear mitigation plan in close partnership with the account team when risks surface
• Possess genuine curiosity and work ethic to learn about Conga's sophisticated products and workflows
• Communicate clearly and build trust with customers, navigating difficult conversations effectively
• Collaborate cross-functionally with Sales, Renewal Management, Professional Services/Partner team, Support, and Product
• Partner with customers to develop an adoption strategy grounded in their business needs and outcomes
• Manage your book of business with self-motivation and ownership mentality, continuously improving your craft
• Work with data to tell a story and turn metrics into meaningful narratives for 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 of that experience in an enterprise or complex mid-market environment
• You connect what Conga does to what the customer is trying to achieve — and you make that connection concrete
• 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 don't wait for the customer to come to you. You build a point of view on each account, develop it jointly with your Sales counterpart, and show up with a plan
• You read the signals — engagement patterns, stakeholder changes, adoption gaps, unresolved friction — and you act on them before they become problems
• 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 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
• 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 don't just validate what customers are already doing — you partner with them to develop an adoption strategy grounded in what matters most to their business
• 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
• 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
• 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