Customer Success Manager

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

📋 Description

• Oversee a portfolio of global, complex clients utilizing Conga revenue operations solutions.

• Conduct thorough analysis of customer adoption rates.

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

• Lead activities focused on value realization, including alignment with customer stakeholders and reviews of roadmaps.

• Ensure continuous improvement and iteration of Conga solutions within customer environments.

• Promote customer advocacy by facilitating the swift resolution of technical issues alongside internal Conga partners.

• Provide facilitation, coaching, and consulting to clients while deepening their understanding.

• Encourage the adoption of Conga products.

• Recognize opportunities for expansion.

• Manage risk mitigation efforts through collaboration with cross-functional teams.

• Enhance customer health and satisfaction.

• Ensure successful renewals and growth.

• Monitor customer objectives, navigate obstacles, and plan for future needs.

• Communicate customer requirements to daily contacts, executives, and other relevant stakeholders.

• Work alongside sales, marketing, product, and support teams.

• Mentor and support junior customer success managers.

⛳️ Requirements

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

• Proven history of managing and expanding customer relationships within large enterprise or strategic accounts across EMEA, including Germany.

• Ability to enhance customer satisfaction, retention, and growth through effective relationship management and product expertise.

• Strong project management or consulting background.

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

• Capability to demonstrate software and recommend best practices for optimized usage.

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

• Exceptional verbal and written communication abilities.

• Strong interpersonal skills for building rapport, establishing trust, and managing diverse relationships with customers and internal teams.

• Experience working collaboratively with cross-functional teams.

• Willingness to mentor and guide junior customer success managers.

• Strong problem-solving abilities and a proactive approach.

• Capacity to adapt swiftly in a fast-paced, dynamic setting.

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

• Proficiency in German and English at native/C2 level.

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

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

• Revenue lifecycle-specific training can demonstrate applicable expertise.

• Experience with SaaS products and commitment to continuous learning is preferred.

• Product certifications are preferred.

🏝️ Benefits

• Opportunities for individual and team development.

• Equal employment opportunities for all applicants.

• Reasonable accommodations available for applicants with disabilities.

• Confidential handling of applicant information in accordance with EEO guidelines.