Customer Success Manager

Conga; United Kingdom; Remote; GBP 70,000 - 110,000; Full time

Job summary

Conga is seeking a Customer Success Manager to oversee a global, complex customer base and drive adoption of Conga’s revenue operations solutions. You will collaborate with internal partners to align stakeholders, review roadmaps, and ensure continuous value realization for customers across EMEA.

We value a change-minded professional with strong analytical and communication skills who can proactively lead customer outcomes, renewals, and expansions while mentoring junior team members in a

Qualifications

• 3–5 years of experience in a customer success role, preferably in enterprise or strategic accounts across EMEA including Germany.
• Strong project management or consulting background with ability to drive customer goals and present to stakeholders.
• Curiosity-driven change agent who can challenge customers and drive adoption of revenue/contract management solutions.
• In-depth knowledge of revenue management or contract management software and best practices.

Responsibilities

• Manage a book of global, complex customers and drive adoption and value realization.
• Lead stakeholder alignment and roadmap reviews to iterate Conga solutions in the customer environment.
• Drive customer advocacy by ensuring timely resolution of technical issues with internal Conga teams.
• Coach and collaborate with cross-functional teams to deliver customer outcomes and renewals.

Skills

Customer Success Expertise

Project Management

Change Agent

Technical Acumen

Analytical Skills

Communication & Interpersonal

Leadership & Teamwork

Problem-Solving

Business Acumen

Customer Advocacy

Continuous Learning

Job description

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.

Job Title:Customer Success Manager

Reports to:Director, Customer Success

Location: United Kingdom or France (remote)

Travel: 20% in EMEA

Languages: German and English at native/C2 level

The Customer Success Manager’s primary responsibilities are to manage a book of global, complex customers who have invested in Conga to power their revenue operations. You will perform detailed adoption analysis and engage customer in joint planning to increase adoption, lead value realization activities like customer stakeholder alignment and roadmap reviews to ensure the Conga solution is continuing to be iterated on and improved in the customer’s environment. You’ll also drive customer advocacy by ensuring technical issues are being resolved quickly and efficiently by your internal Conga partners. You are a facilitator, a coach, a consultant and never stop asking questions to get to KNOW your customers.

Why it’s a big deal…

Conga's Customer Success team has a culture unlike any other. We are fun, collaborative, celebratory, passionate, and driven. We invest in our team and when you work every day to ensure your customers' success, you ensure the success of yourself and Conga. At Conga, our customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our CSMs are the customer's voice, the facilitator of conversations and the driver of outcomes for the Customer and Conga. We drive adoption of Conga products, identify expansion, own mitigation of risk using our cross functional teams and improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.

Here’s what we’re looking for....

• Customer Success Expertise: You have a proven track record of managing and growing customer relationships in large enterprise or strategic accounts across EMEA, including Germany; with 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: You will drive customers forward, track their goals, navigate challenges, and strategize about their future state. Present these needs to day-to-day contacts, executives, and everyone in between.
• Change Agent: Solve problems, create plans, drive customer change, and navigate evolving needs, goals, and challenges. Be inquisitive and challenge customers to understand impacts. Curiosity is crucial to your success.
• Strong Technical Background and Acumen: In-depth knowledge and experience with revenue management and/or contract management software solutions, commercial functions, and processes. Ability to demo and provide best practices for optimized software use.
• Analytical Skills: Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics.
• Communication and Interpersonal Skills: 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.
• Leadership and Teamwork: Experience collaborating with cross-functional teams to achieve common goals. Open to mentoring and guiding junior customer success managers, and working collaboratively with sales, marketing, product, and support teams to deliver exceptional customer experiences.
• Problem-Solving and Proactive Mindset: Strong problem-solving skills to identify and address customer challenges, provide innovative solutions, and proactively anticipate customer needs. Thrive in a fast-paced and dynamic environment, adapting quickly to changing circumstances.
• Business Acumen: Understanding of business strategy and the ability to align customer success initiatives with overall business objectives. Knowledge of revenue models, key performance indicators (KPIs), and financial metrics relevant to the specific industry.
• Customer Advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships.
• Continuous Learning and Adaptability: Commitment to staying updated with product enhancements, industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customer’s industry and revenue lifecycle processes evolve.

Here’s what will give you an edge....

• Industry-Specific Experience: Prior experience in CLM (Contract Lifecycle Management), CPQ (Configure Price Quote), or Pricing software ( Smart Price Management, Smart Price Optimiszation) is highly desirable. Experience in Healthcare, Financial Services, Technology, or a closely related field is advantageous.
• Revenue Lifecycle-Specific Training: Participation in workshops, seminars, or training programs focused on revenue processes and solutions can demonstrate a commitment to professional development and a deeper understanding of industry-specific challenges.
• Hands-On SaaS Product Experience: 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 is preferred.

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Preferred Resume Format

We accept resumes in any format, we suggest using PDF or plain text. These formats help ensure that your resume's formatting remains intact, making it easier for our recruiters to review your application promptly.

Don’t meet every requirement for the role?

Studies have shown that women and members of ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Conga we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You just might be the right candidate for this or other roles.

Additional Information

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. We understand interviewing can be stressful for those with disabilities. If reasonable accommodation is needed to allow you to show us your best self, please let your recruiter know as soon as possible. All your information will be kept confidential according to EEO guidelines. Conga is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.

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The information you provide during the application process will be used in accordance with Conga’s Applicant Privacy Statement ( https://conga.com/applicant-privacy-statement ). By submitting your application, you acknowledge and agree to the terms outlined in this privacy statement.