Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of Conga’s extensive and intricate national and global accounts

• Establish and nurture executive relationships with various customer stakeholders

• Develop trusted customer partnerships and serve as a strategic consultant

• Promote product adoption and ensure customers realize quantifiable business results

• Comprehend customer needs and guide them towards success

• Act as a cross-functional liaison, influencing internal stakeholders to provide customer-focused solutions

• Continuously gather customer insights to enhance partnerships

• Foster customer retention, growth, satisfaction, and long-term loyalty

• Lead intricate, cross-functional customer projects from the planning stage to execution

• Set objectives, coordinate stakeholders, and manage timelines, dependencies, risks, and action items

• Align product capabilities and adoption with customers’ overarching business objectives

• Counsel customers on best practices and revenue lifecycle processes

• Work collaboratively with Enterprise Sales and Customer Success teams on account strategies and pipeline development

• Engage in structured Quarterly Business Reviews (QBRs), formal health assessments, and executive business evaluations

• Willingness to travel up to 30%

⛳️ Requirements

• 3 to 5 years of experience in B2B SaaS, managing strategic and enterprise-level national or global customer accounts

• Minimum of 3 years of experience in B2B SaaS Customer Success within a complex enterprise-grade SaaS environment

• Demonstrated success in customer retention and business expansion

• Ability to analyze complex data, identify patterns, and convert insights into actionable plans

• Proficient in using PowerBI, Gainsight, Salesforce, and Clari

• Outstanding communication skills suitable for engaging with both executive-level and non-technical audiences

• Capability to build rapport, gain trust, and manage relationships across various customer profiles and internal teams

• Strong strategic problem-solving abilities with comfort in navigating complexity and uncertainty

• Proficient in project management, including the oversight of objectives, stakeholders, timelines, dependencies, risks, and action items

• Strong business acumen with an understanding of revenue models, KPIs, and financial metrics

• Passion for customer advocacy and the ability to influence internal stakeholders

• A curious mindset, adaptability, and eagerness to learn about industry trends, emerging technologies, and best practices

• Preference for candidates located in the Eastern or Central Time Zone

• Capable of managing a portfolio of 15+ accounts simultaneously

• Willingness to travel up to 30%

🏝️ Benefits

• Variable incentive pay component

• Flexible work arrangements

• Health insurance coverage

• Dental insurance coverage

• Reasonable accommodations for disabilities

• Commitment to equal employment opportunities and an inclusive workplace