Sr. Customer Success Manager, Strategic Accounts

A career that’s the whole package!

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate, support for growth through individual and team development, and an environment where all voices can be heard.

Conga crushes complexity within an increasingly complex world. With our revenue lifecycle management solution, we transform your unique complexities for order configuration, execution, fulfillment, and contract renewal processes with a single critical insights data model that adapts to ever-changing business requirements and aligns the understanding and efforts of every team.

Our mission: Empower customers to deliver transformational revenue growth by aligning teams, processes, and technology to maximize customer lifetime value.

Our approach is grounded in the Conga Way, a framework for what we stand for and everything we do as an organization — from hiring to decision making and product development. Developed with direct input from our colleagues, the Conga Way is the foundation for our culture.

Job Title: Sr. Customer Success Manager, Strategic Accounts

Locations: Remote US

Reports to: Director, Strategic Customer Success

A quick snapshot…

The Strategic Customer Success Manager’s primary responsibilities are to manage a small 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 Strategic customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our Strategic CSMs are the voice of the customer, the facilitator of conversations and the driver of outcomes both for the Customer and Conga. We identify expansion, mitigate risk using our cross functional teams and improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.

Are you the person we’re looking for?

Customer success expertise. Proven track record of successfully managing and growing customer relationships, preferably in a senior or leadership capacity. Demonstrated ability to drive customer satisfaction, retention, and expansion.

Strong technical background and acumen. In-depth understanding of Revenue Management and/or contract management software solutions, commercial functions and processes as well as IT project management fundamentals

Analytical skills. Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Ability to 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 effectively 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 leading a team or collaborating with cross-functional teams to achieve common goals. Ability to mentor and guide junior customer success managers, and work 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. Ability to 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. Demonstrated commitment to staying updated with 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 the healthcare, financial services or Technology industry is highly desirable, as it helps in understanding the unique challenges, dynamics, and customer expectations specific to the industry. Ideally, 3-5 years of experience in either the Healthcare, Financial Services or Technology industry or a closely related field would be beneficial.

Revenue Lifecycle-specific training. Participation in workshops, seminars, or training programs specifically focused on developing deeper understanding of revenue processes and solutions can demonstrate a commitment to professional development and a deeper understanding of industry-specific challenges.

Minimum experience. Typically, a minimum of 5-7 years of experience in customer success or a related field is expected for a senior-level position. This experience should include a track record of successfully managing customer relationships and driving customer satisfaction.

Leadership and management experience. As a senior-level role working with Conga's most complex and strategic accounts, experience in leadership or management positions is highly beneficial. This could include managing teams, leading cross-functional projects, or overseeing customer success strategies at a strategic level.

Did we pique your interest?

If this sounds like the kind of job you would love in the kind of environment where you would thrive, please click apply. We'd love to hear from you!

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.

Compensation (for US postings)

In the spirit of the Conga Way, we strive to design easy-to-understand compensation programs that are fair and free from any type of discrimination. In keeping with this approach, we are committed to delivering competitive compensation and benefits packages to our colleagues worldwide and communicating transparently about the structure of our compensation programs.

The U.S. base salary range for this full-time position is $117,081 - $155,463. Within the range, individual pay is determined by job-related skills, experience, and relevant education, or training. In addition to base salary, Conganeers receive a variable incentive pay component, perks such as flexible work options, and a full range of benefits including medical and dental insurance.

The posted salary ranges are for the expectations outlined in the job description. We are often open to a wide variety of profiles and sometimes have flexibility within our organizational structure to adjust the role responsibilities up or down should we select a candidate that is less or more experienced than the posted job requirements. In these occasional cases, we will communicate the revised salary range to the candidate during the selection process.