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Conga is seeking a Customer Success Manager to manage a portfolio of global, complex enterprise customers who rely on Conga's commercial operations platform. The role reports to the Director of Customer Success and is based remotely in the United Kingdom or France, with approximately 20% travel within EMEA.
In this position, you will be responsible for driving customer adoption and value realization for Fortune 200 companies that invest millions annually in Conga solutions. Key responsibilities include:
- Conducting detailed adoption analysis and engaging customers in joint planning to increase product adoption
- Leading value realization activities such as customer stakeholder alignment, roadmap reviews, and optimization discussions
- Serving as the customer's voice internally, facilitating conversations across cross-functional teams (sales, marketing, product, support)
- Driving customer advocacy and ensuring technical issues are resolved quickly and efficiently
- Identifying expansion opportunities and mitigating renewal risk through proactive health monitoring
- Demonstrating best practices for optimized software use and guiding customers through their revenue lifecycle
You will work in a collaborative, celebratory culture where customer success directly drives company success. The role requires strong relationship management with C-suite and day-to-day contacts, project management discipline, and the ability to navigate complex customer environments.
**Requirements:**
- 3–5 years of proven customer success experience managing enterprise or strategic accounts in EMEA, including Germany
- Demonstrated ability to drive customer satisfaction, retention, and expansion through relationship management and product knowledge
- Strong project management or consulting background; ability to track customer goals, navigate challenges, and strategize future state
- In-depth knowledge of revenue management and/or contract management software solutions, commercial functions, and processes
- Proficiency in analyzing complex data sets and deriving actionable insights; data-driven approach to strategy development
- Excellent verbal and written communication skills; ability to articulate complex concepts to technical and non-technical stakeholders
- Strong interpersonal skills and ability to build rapport and trust with diverse customers and internal teams
- Experience collaborating with cross-functional teams; openness to mentoring junior customer success managers
- Strong problem-solving skills and proactive mindset; ability to thrive in fast-paced, dynamic environments
- Understanding of business strategy, revenue models, KPIs, and financial metrics
- Passion for customer advocacy and representing customer interests to internal stakeholders
- Commitment to continuous learning and adaptability as customer industries and processes evolve
- **Native or C2-level fluency in German and English (required)**
**Preferred Qualifications:**
- Prior experience with CLM (Contract Lifecycle Management), CPQ (Configure Price Quote), or pricing software solutions
- Experience in Healthcare, Financial Services, Technology, or related industries
- Participation in revenue process training or certifications
- Hands-on SaaS product experience and product certifications
- Demonstrated commitment to leveraging best practices for improved product adoption
