Senior Director, Customer Success

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

📋 Description

• Lead and oversee a team of Customer Success Managers across the EMEA region.

• Manage a portfolio of global, complex clients utilizing Conga's revenue operations solutions.

• Foster accountability and adherence to Conga’s Customer Success framework.

• Develop and nurture deep, trusted, and transparent relationships with customers.

• Ensure teams deliver measurable business results for clients.

• Act as a cross-functional liaison throughout the organization.

• Provide a strategic vision while promoting a culture of innovation.

• Coach, advise, and inspire teams to surpass expectations and enhance customer value.

• Identify opportunities for growth and reduce customer risk through collaboration with cross-functional teams.

• Enhance customer health and overall sentiment.

• Represent the voice of the customer and facilitate meaningful customer discussions.

• Drive positive outcomes for both customers and Conga.

• Ensure a thriving and expanding customer base.

⛳️ Requirements

• Over 15 years of experience in Enterprise B2B SaaS Customer Success.

• Responsible for managing large Enterprise and Strategic-level business portfolios.

• Demonstrated success in customer retention and growth.

• Experience in implementing consistent Customer Success methodologies and execution among CS leaders and team members.

• Proficient in data-driven decision-making and analyzing process performance.

• Exceptional verbal and written communication skills, particularly with VP level and above stakeholders.

• Capable of conveying complex concepts and technical information to both technical and non-technical audiences.

• Strong interpersonal skills to establish rapport, build trust, and manage relationships with a diverse range of customers and internal teams.

• Effective problem-solving abilities in complex and uncertain environments.

• Knowledge of business strategy, revenue models, and capacity planning.

• Commitment to customer advocacy and customer-focused decision-making.

• Flexibility in adapting to fast-paced and evolving environments.

• Interest in industry trends, emerging technologies, and best practices in customer success.

• Experience in cross-functional collaboration with Go To Market, Product, Services, and Support teams.

• Proven experience in leadership, team management, coaching, mentoring, or cross-functional initiatives.

• Previous experience in manufacturing, healthcare, financial services, or technology is highly preferred.

• In-depth knowledge of Revenue Management and/or contract management software solutions.

• Understanding of commercial operations and processes.

• Familiarity with IT project management fundamentals.

• Experience with Salesforce and/or Conga products is advantageous.

🏝️ Benefits

• Opportunities for individual and team development.

• A diverse, inclusive, and authentic workplace environment.

• Equal employment opportunities for all.

• Reasonable accommodations for applicants with disabilities.

• Confidential handling of applicant information.

• Conga does not accept unsolicited resumes from third-party agencies for posted FTE positions.