Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Oversee a portfolio of global, intricate customers utilizing Conga’s revenue operations solutions.

• Conduct comprehensive analysis of customer adoption.

• Collaborate with customers on joint planning initiatives to enhance adoption.

• Facilitate value realization efforts, including alignment with customer stakeholders and conducting roadmap reviews.

• Ensure continual iteration and enhancement of Conga solutions within customer environments.

• Foster customer advocacy by swiftly and effectively resolving technical issues through internal Conga partners.

• Serve as a facilitator, coach, consultant, and trusted advisor to customers.

• Promote the adoption of Conga products.

• Identify opportunities for expansion.

• Manage customer risk mitigation through cross-functional teamwork.

• Enhance customer health and sentiment.

• Guarantee successful and increasing renewals.

• Work in collaboration with sales, marketing, product, support, and other cross-functional teams.

• Present customer needs to both day-to-day contacts and executives.

• Monitor customer objectives, tackle challenges, and devise future strategic plans.

⛳️ Requirements

• 3–5 years of experience in a customer success capacity.

• Proven experience in managing and growing customer relationships within large enterprise or strategic accounts across EMEA, particularly in Germany.

• Demonstrated capability to enhance customer satisfaction, retention, and expansion.

• Strong background in project management or consulting.

• Solid technical background and understanding.

• Extensive knowledge and experience with revenue management and/or contract management software solutions, along with commercial functions and processes.

• Ability to demonstrate software and share best practices for optimized usage.

• Proficient in analyzing complex data sets, recognizing patterns, and generating actionable insights.

• Exceptional verbal and written communication skills.

• Strong interpersonal capabilities.

• Experience working collaboratively with cross-functional teams.

• Willingness to mentor and support junior customer success managers.

• Strong problem-solving abilities and a proactive approach.

• Understanding of business strategy, revenue models, KPIs, and financial metrics.

• Native/C2-level proficiency in both German and English.

• Prior experience with CLM, CPQ, or pricing software is highly desirable.

• Experience in Healthcare, Financial Services, Technology, or a closely related field is advantageous.

• Revenue lifecycle-specific training can showcase relevant expertise.

• Experience with SaaS products and relevant product certifications is preferred.

🏝️ Benefits

• Opportunities for individual and team development.

• Commitment to equal employment opportunities.

• Reasonable accommodations for candidates with disabilities.

• Confidential handling of applicant information.

• Flexibility with remote work arrangements.