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Customer Success Manager
Contract type
Ongoing
Work mode
Remote · United Kingdom, France
Experience
Mid-level · 3+ years
Job description
Customer Success Manager responsible for managing a book of global, complex enterprise customers who use Conga for revenue operations, driving adoption, value realization and renewal. The role reports to the Director, Customer Success and covers EMEA customers, including Germany.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · United Kingdom, France
- Languages
- German – native/C2, English – native/C2
What you'll do
- Manage a book of global, complex customers who have invested in Conga to power their revenue operations
- Perform detailed adoption analysis and engage customers in joint planning to increase adoption
- Lead value realization activities like customer stakeholder alignment and roadmap reviews to ensure the Conga solution is iterated on and improved in the customer's environment
- Drive customer advocacy by ensuring technical issues are resolved quickly and efficiently by internal Conga partners
- Drive adoption of Conga products, identify expansion, own mitigation of risk using cross functional teams and improve health and sentiment of Conga's customers, ensuring successful and growing renewal
- Drive customers forward, track their goals, navigate challenges, and strategize about their future state
- Present customer needs to day-to-day contacts, executives, and everyone in between
- Demo and provide best practices for optimized software use
What we're looking for
- Proven track record of managing and growing customer relationships in large enterprise or strategic accounts across EMEA, including Germany
- 3-5 years of experience in a customer success role
- Demonstrated ability to drive customer satisfaction, retention, and expansion through effective relationship management and product knowledge
- Strong project management or consultant experience
- Change agent: solve problems, create plans, drive customer change, and navigate evolving needs, goals, and challenges; be inquisitive and challenge customers to understand impacts
- Strong technical background and acumen: in-depth knowledge and experience with revenue management and/or contract management software solutions, commercial functions, and processes
- Analytical skills: proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights
- Excellent verbal and written communication skills, with the ability to articulate complex concepts and technical information to both technical and non-technical stakeholders
- Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams
- Experience collaborating with cross-functional teams to achieve common goals
- Open to mentoring and guiding junior customer success managers
- Strong problem-solving skills to identify and address customer challenges, provide innovative solutions, and proactively anticipate customer needs
- Understanding of business strategy and the ability to align customer success initiatives with overall business objectives; knowledge of revenue models, KPIs, and financial metrics
- Passion for advocating on behalf of customers and influencing internal stakeholders to deliver customer-centric solutions
- Commitment to staying updated with product enhancements, industry trends, emerging technologies, and best practices in customer success
- German and English at native/C2 level
Nice to have
- Prior experience in CLM (Contract Lifecycle Management), CPQ (Configure Price Quote), or Pricing software (Smart Price Management, Smart Price Optimization)
- Experience in Healthcare, Financial Services, Technology, or a closely related field
- Participation in workshops, seminars, or training programs focused on revenue processes and solutions
- Prior experience or intention to continuously learn a suite of products and how they are leveraged by end users to drive value toward business goals
- Demonstration of product certifications and proactive planning on leveraging best practices for improved product adoption
Your team
Customer Success
Fun, collaborative, celebratory, passionate, and driven team; CSMs are the customer's voice, the facilitator of conversations and the driver of outcomes for the Customer and Conga.
Apply
About Conga
A career that's the whole package!
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.
Key facts
- More than 10,000 customers worldwide
- Over 50% of the Fortune 100® trust Conga
What they value
- Fun
- Collaborative
- Celebratory
- Passionate
- Driven