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Salary: USD 100,000 - 125,000 / annual
Conga is seeking a Customer Success Manager to own a portfolio of Enterprise accounts and serve as the primary relationship steward between those customers and Conga's commercial operations platform. The CSM will work hand-in-hand with aligned Sales counterparts to build proactive, outcome-driven strategies that deliver measurable value, resulting in strong retention, expansion, and pipeline contribution.
In this role, you will set the strategic agenda for your accounts, build executive relationships, co-create success plans anchored in SMART goals, and proactively identify opportunities to expand value before customers recognize the need. You will not be reacting to support tickets; instead, you will drive retention, expansion revenue, and pipeline development through high-ownership, high-impact partnership work.
Key responsibilities include:
- Developing and executing account strategies jointly with Sales counterparts
- Building SMART success plans with documented baselines and measurable milestones
- Conducting executive business reviews and strategic account planning
- Identifying and mitigating account risk through proactive engagement and signal-reading
- Driving adoption planning and change management strategy
- Managing a portfolio of 15+ Enterprise accounts simultaneously
- Contributing to expansion conversations and renewal outcomes
- Translating product capabilities and adoption metrics into compelling business narratives for customer executives
- Collaborating cross-functionally with Sales, Renewal Management, Professional Services, Support, and Product teams
You will be energized by complexity, genuinely curious about intricate products and workflows, and committed to translating that knowledge into clear, compelling value for customers. Success in this role requires the ability to read engagement patterns, stakeholder changes, and adoption gaps, then act on them before they become problems. You will operate as a confident, constructive challenger—partnering with customers to develop adoption strategies grounded in their business outcomes while respectfully advocating for more structured paths when appropriate.
Within 6–12 months, a successful CSM will have established trusted relationships across their account portfolio, co-created SMART success plans with each Enterprise account, aligned with Sales on shared account strategy, identified and actively managed at-risk accounts with documented mitigation plans, driven at least one meaningful expansion conversation per quarter, maintained or improved portfolio retention rates, and demonstrated quantified value delivery that customers can articulate in their own words.
REQUIREMENTS:
- 3–5 years of recent, hands-on experience in B2B SaaS Customer Success, Account Management, or closely related customer-facing role, with at least some experience in an Enterprise or complex mid-market environment
- Demonstrated ability to develop SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) and hold accountability to tracking progress
- Proactive strategic mindset with ability to develop account points of view and execute aligned plans with Sales
- Proven risk identification and mitigation capabilities
- Genuine curiosity and work ethic to learn sophisticated products and workflows
- Strong communication and interpersonal skills; comfort engaging with VPs and system administrators alike
- Ability to navigate difficult conversations and build trust through follow-through
- Cross-functional collaboration skills and ability to advocate effectively across teams
- Analytical comfort with data; ability to turn adoption metrics and KPIs into compelling narratives
- Self-motivation, ownership mentality, and commitment to continuous improvement
PLUS (Nice-to-Have):
- Experience with Revenue Lifecycle Management, contract management, CPQ, or related commercial process platforms
- Exposure to defined success methodologies (structured QBRs, formal health scoring, executive business reviews)
- Track record of contributing to expansion or renewal outcomes beyond customer satisfaction scores
- Familiarity with how Enterprise Sales and CS teams collaborate on account strategy and pipeline development
- Demonstrated ability to manage 15+ accounts simultaneously without gaps
