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Customer Success Manager

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Conga

14d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Product
  • Germany, +2
    Remote
  • Quick Apply

AI generated summary

  • You need 3-5 years in customer success, strong project management skills, technical acumen, analytical ability, effective communication, leadership, industry experience, and a proactive mindset.
  • You will manage complex customer accounts, analyze adoption, drive value realization, resolve technical issues, and foster customer advocacy through collaboration and continuous engagement.

Requirements

  • Customer Success Expertise: You have a proven track record of managing and growing customer relationships in large enterprise or strategic accounts, with 3-5 years of experience in customer success or a related field. Demonstrated ability to drive customer satisfaction, retention, and expansion through effective relationship management and product knowledge.
  • Strong Project Management or Consultant Experience: You will drive customers forward, track their goals, navigate challenges, and strategize about their future state. Present these needs to day-to-day contacts, executives, and everyone in between.
  • Change Agent: Solve problems, create plans, drive customer change, and navigate evolving needs, goals, and challenges. Be inquisitive and challenge customers to understand impacts. Curiosity is crucial to your success.
  • Strong Technical Background and Acumen: In-depth knowledge and experience with revenue management and/or contract management software solutions, commercial functions, and processes. Ability to demo and provide best practices for optimized software use.
  • Analytical Skills: Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics.
  • Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts and technical information to both technical and non-technical stakeholders. Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams.
  • Leadership and Teamwork: Experience collaborating with cross-functional teams to achieve common goals. Open to mentoring and guiding junior customer success managers, and working collaboratively with sales, marketing, product, and support teams to deliver exceptional customer experiences.
  • Problem-Solving and Proactive Mindset: Strong problem-solving skills to identify and address customer challenges, provide innovative solutions, and proactively anticipate customer needs. Thrive in a fast-paced and dynamic environment, adapting quickly to changing circumstances.
  • Business Acumen: Understanding of business strategy and the ability to align customer success initiatives with overall business objectives. Knowledge of revenue models, key performance indicators (KPIs), and financial metrics relevant to the specific industry.
  • Customer Advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships.
  • Continuous Learning and Adaptability: Commitment to staying updated with product enhancements, industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customer’s industry and revenue lifecycle processes evolve.
  • Industry-Specific Experience: Prior experience in CLM (Contract Lifecycle Management), CPQ (Configure Price Quote), or Conga Product suite is highly desirable. Ideally, 3-5 years of experience in Healthcare, Financial Services, Technology, or a closely related field.
  • Revenue Lifecycle-Specific Training: Participation in workshops, seminars, or training programs focused on revenue processes and solutions can demonstrate a commitment to professional development and a deeper understanding of industry-specific challenges.
  • Hands-On SaaS Product Experience: Prior experience or intention to continuously learn a suite of products and how they are leveraged by end users to drive value toward business goals. Demonstration of product certifications and proactive planning on leveraging best practices for improved product adoption is preferred.

Responsibilities

  • The Customer Success Manager’s primary responsibilities are to manage a book of global, complex customers who have invested in Conga to power their revenue operations.
  • You will perform detailed adoption analysis and engage customer in joint planning to increase adoption, lead value realization activities like customer stakeholder alignment and roadmap reviews to ensure the Conga solution is continuing to be iterated on and improved in the customer’s environment.
  • You’ll also drive customer advocacy by ensuring technical issues are being resolved quickly and efficiently by your internal Conga partners.
  • You are a facilitator, a coach, a consultant and never stop asking questions to get to KNOW your customers.

FAQs

What is the job title for this position?

The job title is Customer Success Manager.

Where is the Customer Success Manager position located?

The position can be located in the UK, Ireland, France, or Germany, and it is remote.

What qualifications are required for this role?

Candidates should have 3-5 years of experience in customer success or a related field, managing and growing customer relationships in large enterprise or strategic accounts.

Are there any language requirements for this position?

Yes, proficiency in English at a native or C2 level is required, and additional proficiency in French, German, or Italian would be an advantage.

What are the primary responsibilities of a Customer Success Manager at Conga?

The primary responsibilities include managing a portfolio of global, complex customers, driving adoption and value realization activities, facilitating stakeholder alignment, and resolving technical issues.

What skills are essential for success in this role?

Essential skills include strong project management, problem-solving, communication, analytical skills, customer advocacy, and a proactive mindset.

Is prior experience with Conga’s product suite beneficial for this role?

Yes, prior experience in Contract Lifecycle Management (CLM), Configure Price Quote (CPQ), or the Conga product suite is highly desirable.

What is the culture like in the Customer Success team at Conga?

The culture is described as fun, collaborative, celebratory, passionate, and driven.

Does Conga encourage applications from diverse candidates?

Yes, Conga is dedicated to building a diverse, inclusive, and authentic workplace and encourages candidates from all backgrounds to apply.

What kind of customer base does this role involve?

The role involves working with global Fortune 200 customers who invest millions into their Conga solutions each year.

Is there an expectation for continuous learning in this role?

Yes, there is an expectation of commitment to ongoing learning and adaptability regarding product enhancements, industry trends, and best practices in customer success.

How does Conga define their approach to customer success?

Conga's approach is grounded in the "Conga Way," a framework that emphasizes innovation, collaboration, and alignment of teams, processes, and technology to maximize customer lifetime value.

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Conga

Conga delivers the most scalable revenue lifecycle management solution to help companies crush operational complexity.

Technology
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

Conga is a company that specialises in providing comprehensive solutions for document generation, contract lifecycle management, and other aspects of business process automation. Their ultimate mission revolves around empowering organisations to streamline and optimise their document processes, enhancing efficiency, and driving digital transformation. Conga's purpose is to offer tools and technologies that enable businesses to create, manage, and automate documents and contracts seamlessly. By doing so, they aim to contribute to increased productivity, reduced errors, and improved collaboration within enterprises. Conga plays a pivotal role in helping businesses navigate the complexities of document-related workflows, ultimately supporting their clients in achieving operational excellence.

Benefits

  • Comprehensive benefits

    We offer generous health, dental, vision, group and voluntary life benefits, as well as Health Savings and Flexible Spending options.

  • 401K match

    Conga will match 100% of your first three percent of your 401(k) Plan contributions.

  • Charitable matching

    Through the Conga Cares program, the company matches colleague donations up to US$750 (or local equivalent) per year to eligible non-profit and service organizations

  • Professional development

    We encourage our colleagues to expand their knowledge and skills, and to grow as professionals. To support their efforts, with manager approval, Conga reimburses the cost of professional development opportunities.

  • Parental leave

    In our commitment to help colleagues balance work with family, we offer a paid parental leave that provides up to 12 weeks of paid bonding time for both mothers and fathers (details depend on location) in the US. In addition birth mothers are eligible for Short-Term disability prior to the start of parental leave. Parental leave in our global location vary based on statutory requirements.

  • Colleague discounts

    Colleagues can take advantage of a wide array of perks and discounts on merchandise, entertainment, travel, and more through PerkSpot.