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Conga is seeking a Senior Director of Customer Success to lead and manage a team of Customer Success Managers (CSMs) across EMEA, overseeing a portfolio of global, complex enterprise customers. In this role, you will drive accountability to Conga's Customer Success methodology, build deep trusted relationships with customers, and ensure the team delivers tangible business outcomes. You will serve as a cross-functional liaison across the organization, working with Product, Services, Support, and Go-To-Market teams to ensure a unified approach to customer delivery and success.
You will be responsible for:
- Leading and coaching a team of CSMs focused on large Enterprise and Strategic-level accounts
- Driving consistent execution of CS methodology and standards across all team members
- Owning customer retention and expansion metrics for your book of business
- Making data-driven decisions to optimize processes and improve team performance
- Building and maintaining relationships with VP-level and C-suite customer stakeholders
- Advocating for customer needs internally and influencing cross-functional teams to deliver customer-centric solutions
- Navigating complex, ambiguous situations with strategic vision and operational excellence
- Mentoring and developing team members to exceed performance expectations
Conga is a commercial operations platform that unifies pricing, quoting, contracting, rebates, and communications for enterprise customers. The company serves over 10,000 customers globally, including more than 50% of the Fortune 100, helping them align their commercial operations and drive profitable growth.
REQUIREMENTS:
- Minimum 15+ years of Enterprise B2B SaaS Customer Success experience with proven track record managing large Enterprise and Strategic-level books of business, with demonstrated success in customer retention and expansion
- Process and standards-driven: experience implementing and driving consistent CS methodology across CS leaders and individual contributors
- Data-driven mindset with ability to analyze processes, identify what's working, and articulate improvements for cross-functional collaboration
- Excellent verbal and written communication skills, capable of articulating complex technical concepts to both technical and non-technical stakeholders at VP level and above
- Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams
- Problem-solving orientation with comfort navigating complexity and ambiguity; ability to balance operational details with big-picture strategy
- Business acumen including understanding of revenue models, capacity planning, and alignment with corporate goals
- Demonstrated customer advocacy and passion for representing customer interests internally
- Adaptability and comfort with fast-paced, ever-changing environments
- Innate curiosity and commitment to staying updated with industry trends and best practices
- Cross-functional collaboration skills and ability to build strong relationships across GTM, Product, Services, and Support
- Leadership or mentorship experience, whether managing teams, coaching peers, or driving cross-functional initiatives
PREFERRED QUALIFICATIONS:
- Prior experience in manufacturing, healthcare, financial services, or technology industries
- Strong technical background with in-depth understanding of Revenue Management and/or contract management software solutions
- Familiarity with commercial functions, processes, and IT project management fundamentals
- Salesforce and/or Conga product experience
