Senior Customer Success Manager

Conga•Boston, MA

2d•Hybrid

About The Position

The Sr. 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 build and cultivate deep, trusted and transparent relationships with customers to ensure they achieved tangible business outcomes from using the Conga products. This includes understanding their use cases and driving adoption of our products all while being a cross functional liaison with your internal Conga partners. You are a facilitator, a coach, an advisor and never stop asking questions to get to know your customers.

Requirements

10+ years of Enterprise B2B SaaS Customer Success experience owning accountability for large Enterprise & Strategic-level customers with proven track record of customer retention and expansion.
Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Ability to leverage data-driven approaches to drive customer maturity with Conga products, identify opportunities for improvement, and measure success metrics with specificity.
Excellent verbal and written communication skills with VP and above stakeholders, 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.
Comfortable with complexity and ambiguity; able to both delve into the details and operational tactics, and engage meaningfully on the big picture or overall strategy to drive positive customer outcomes.
Understanding of business strategy and the ability to communicate a point of view on the ‘best’ way to use our product to achieve overall business objectives. Knowledge of revenue models, key performance indicators (KPIs), and financial metrics relevant to the specific industry.
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.
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.

Nice To Haves

Prior 3 years of experience in manufacturing, 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.
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.
In-depth understanding of Revenue Management and/or contract management software solutions, commercial functions and processes as well as IT project management fundamentals. Salesforce experience a plus.

Responsibilities

Manage a book of global, complex customers who have invested in Conga to power their revenue operations.
Build and cultivate deep, trusted and transparent relationships with customers to ensure they achieved tangible business outcomes from using the Conga products.
Understand customer use cases and drive adoption of our products.
Be a cross functional liaison with internal Conga partners.
Facilitate conversations, coach, and advise customers.
Identify expansion opportunities.
Mitigate risk using cross functional teams.
Improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.