Customer Success Manager

Job Title: Customer Success Manager
Locations: Remote- Highly preferred Eastern or Central Time Zone
Reports to: Manager, Customer Success

A quick snapshot…

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.

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.

Why it’s a big deal… 

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.

Here’s what we’re looking for… 

Required Experience

3–5 years of recent, 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.

Outcome Orientation & SMART Goal Development

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.

Proactive Strategy & Sales Alignment

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.

Risk Identification & Mitigation

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.

Curiosity & Product Fluency

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.

Communication, Interpersonal Skills & Relationship Building

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 how to navigate a difficult conversation without flinching, and you know how to make the customer feel heard even when the answer isn't what they hoped for.

Equally important is how you operate inside Conga. This role requires genuine cross-functional partnership — with Sales, Renewal Management, Professional Services/Partner team, Support, and Product. You know how to build internal relationships, advocate effectively across teams, and bring the right people into a customer conversation at the right time. Your ability to collaborate internally is just as critical as your ability to show up for the customer.

Confident, Constructive Challenger

You don't just validate what customers are already doing — you partner with them to develop an adoption strategy grounded in what matters most to their business and rooted in the outcomes that brought them to Conga in the first place. If there's a more structured path to achieving those outcomes, you advocate for it — respectfully, persistently, and with the customer's goals front and center. You're not afraid to ask the hard question, push back when it serves the customer, or challenge an approach when you know there's a better way forward.

Self-Motivation, Ownership Mentality & Continuous Growth

You manage your book of business like it's your own. You set your own priorities, track your own commitments, and don't need to be told twice to follow up. You treat every account as if your name is on the outcome — because it is.

But ownership alone isn't enough. We're looking for someone who is driven to continuously improve their craft — someone who understands that the work we do (executive business reviews, strategic account planning, change management strategy, health scoring, adoption planning) isn't a checklist. Every one of those activities connects directly to retention, adoption, expansion, and pipeline. We want a CSM who internalizes that connection, invests in getting better at it, and brings increasing depth and intentionality to their work over time. If you're the kind of person who reads a QBR recap and asks 'how could I have made that more impactful?' — this is the role for you.

Analytical Comfort

You're comfortable working with data to tell a story. You can look at adoption metrics, usage trends, or business KPIs and turn them into a narrative that means something to a customer executive. Familiarity with tools like Gainsight, Salesforce, PowerBI, or Clari is a plus — but the mindset matters more than any specific tool.

Here’s what will give you an edge…

• Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms
• Exposure to working in a defined success methodology (e.g., structured QBRs, formal health scoring, executive business reviews)
• A track record of contributing to expansion or renewal outcomes — not just customer satisfaction scores
• Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development
• Demonstrated ability to manage a book of business with 15+ accounts simultaneously without things falling through the cracks

What Success Looks Like

• In the first 6–12 months, a successful CSM in this role will have:
• Established trusted relationships with key stakeholders across their account portfolio
• Co-created SMART success plans with each Enterprise account, with documented baselines and measurable milestones
• Aligned with Sales counterparts on a shared account strategy for every account in the book
• Identified and actively managed at-risk accounts in partnership with Sales and Renewal Management, with documented mitigation plans
• Driven at least one meaningful expansion conversation per quarter in partnership with Sales
• Maintained or improved portfolio retention rates, with no surprise churn
• Demonstrated quantified value delivery that customers can speak to in their own words