Customer Success Manager

About this role

<div class="content-intro"><p><strong><span data-olk-copy-source="MessageBody">A career that’s the whole package!</span></strong></p> <p>At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard.</p> <p><span data-teams="true"><strong>Conga</strong> lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line.</span></p></div><p><strong>Job Title: </strong>Customer Success Manager<br><strong>Locations: </strong>Remote- Highly preferred Eastern or Central Time Zone<br><strong>Reports to</strong>: Manager, Customer Success</p> <p><strong>A quick snapshot…</strong></p> <p>The Customer Success Manager (CSM) owns a portfolio of Enterprise accounts and is the primary relationship steward between those customers and Conga. Working hand-in-hand with their aligned Sales counterpart, the CSM builds proactive, outcome-driven strategies that deliver measurable value — resulting in strong retention, expansion, and pipeline contribution. Every engagement is anchored in SMART goals developed collaboratively with the customer, tracked rigorously, and used to demonstrate the quantified impact of the Conga platform on the customer's business.</p> <p>This is a role for someone who is genuinely curious, energized by complexity, and committed to doing the work of understanding intricate products and workflows so they can translate that knowledge into clear, compelling value for the customer.</p> <p><strong>Why it’s a big deal…  </strong></p> <p>Enterprise customers chose Conga to power some of the most critical processes in their revenue operations. As a CSM, you are the reason those customers stay, grow, and advocate for us. You won't be reacting to support tickets — you'll be setting the strategic agenda, building executive relationships, co-creating success plans, and proactively identifying opportunities to expand value before the customer even knows they need it. Your fingerprints are on retention, on expansion revenue, and on the pipeline your partnership with Sales helps develop. This is a high-ownership, high-impact role.</p> <p><strong>Here’s what we’re looking for… </strong></p> <p><strong>Required Experience</strong></p> <p>3–5 years of <strong>recen</strong>t, hands-on experience in B2B SaaS Customer Success, Account Management, or a closely related customer-facing role — with at least some of that experience in an enterprise or complex mid-market environment. We care that your experience is current; this space moves fast and we want someone who has been living it.</p> <p><strong>Outcome Orientation & SMART Goal Development</strong></p> <p>You connect what Conga does to what the customer is trying to achieve — and you make that connection concrete. You know how to build a success plan with goals that are Specific, Measurable, Achievable, Relevant, and Time-bound, and you hold yourself and the customer accountable to tracking progress against them. Customers should always know what 'good' looks like and whether we're getting there.</p> <p><strong>Proactive Strategy & Sales Alignment</strong></p> <p>You don't wait for the customer to come to you. You build a point of view on each account, develop it jointly with your Sales counterpart, and show up with a plan. You understand that CSM and Sales working together — with shared context and shared accountability — is how we drive retention, expansion, and pipeline in a way that actually feels good to the customer.</p> <p><strong>Risk Identification & Mitigation</strong></p> <p>You read the signals — engagement patterns, stakeholder changes, adoption gaps, unresolved friction — and you act on them before they become problems. When risk surfaces, you don't manage it in isolation. You develop a clear mitigation plan in close partnership with your account team, aligning on the right actions, owners, and timeline to protect the relationship and the business. Proactive risk management is as much a part of this role as celebrating wins.</p> <p><strong>Curiosity & Product Fluency</strong></p> <p>Conga's products are sophisticated. The workflows they support are nuanced. You don't need to know everything on day one, but you need to have the genuine curiosity and work ethic to learn — and you need to be the kind of person who finds it interesting, not overwhelming. The CSMs who win here are the ones who can take a complicated platform capability and make a customer understand exactly why it matters for their business.</p> <p><strong>Communication, Interpersonal Skills & Relationship Building</strong></p> <p>You're comfortable in a room with a VP, and equally comfortable rolling up your sleeves with an admin working in the system every day. You communicate clearly, you listen well, and you build trust by doing what you say you're going to do. You know…