Customer Success Manager

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

📋 Description

• Serve as the primary relationship steward for a portfolio of Enterprise accounts, bridging customers and Conga.

• Collaborate with the Sales counterpart to create proactive, outcome-focused customer strategies.

• Provide measurable customer value to facilitate retention, expansion, and pipeline contributions.

• Create, monitor, and manage collaborative SMART success objectives.

• Forge executive relationships and jointly develop customer success plans.

• Detect adoption gaps, engagement risks, stakeholder changes, and unresolved issues.

• Formulate and implement risk mitigation strategies alongside account teams.

• Gain an understanding of complex Conga products and effectively communicate platform capabilities in terms of customer value.

• Work together with Sales, Renewal Management, Professional Services/Partner teams, Support, and Product departments.

• Develop strategies for adoption and tactfully challenge customer methods when necessary.

• Independently manage priorities, commitments, follow-ups, and the account book.

• Conduct executive business reviews, strategic account planning, change management strategies, health scoring, and adoption planning.

• Utilize adoption metrics, usage trends, and business KPIs to convey quantified value to customer executives.

• Build stakeholder relationships, success plans, account strategies, and mitigation plans within the initial 6–12 months.

• Partner with Sales to initiate at least one significant expansion discussion each quarter.

• Sustain or enhance portfolio retention rates while mitigating unexpected churn.

⛳️ Requirements

• 3–5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or a closely related customer-facing role.

• Some experience in an enterprise or complex mid-market environment is required.

• Capability to formulate success plans with SMART goals.

• Proficiency in developing proactive account strategies alongside Sales counterparts.

• Ability to identify and address customer risks effectively.

• A genuine curiosity and strong work ethic to master sophisticated products and intricate workflows.

• Excellent communication, active listening, and relationship-building skills.

• Competence to navigate challenging conversations and constructively challenge customer methods.

• Ability to independently manage a book of business.

• Proficiency in using data, adoption metrics, usage trends, and business KPIs to narrate a customer-value story.

• Familiarity with Gainsight, Salesforce, PowerBI, or Clari is advantageous.

• Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms is a plus.

• Exposure to structured QBRs, formal health scoring, or executive business reviews is a plus.

• A proven track record of contributing to expansion or renewal outcomes is beneficial.

• Familiarity with collaboration between Enterprise Sales and Customer Success on account strategy and pipeline development is an advantage.

• Demonstrated capability to manage 15+ accounts simultaneously is an asset.

🏝️ Benefits

• Variable incentive pay component.

• Flexible work options.

• Medical insurance.

• Dental insurance.

• Equal employment opportunities.

• Reasonable accommodations for individuals with disabilities.

• Confidential handling of applicant information.