Director, Strategic Customer Success

Company Description

A career that’s the whole package!

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate, support for growth through individual and team development, and an environment where all voices can be heard.

Conga crushes complexity within an increasingly complex world. With our revenue lifecycle management solution, we transform your unique complexities for order configuration, execution, fulfillment, and contract renewal processes with a single critical insights data model that adapts to ever-changing business requirements and aligns the understanding and efforts of every team.

Our mission: Empower customers to deliver transformational revenue growth by aligning teams, processes, and technology to maximize customer lifetime value.

Our approach is grounded in the Conga Way, a framework for what we stand for and everything we do as an organization — from hiring to decision making and product development. Developed with direct input from our colleagues, the Conga Way is the foundation for our culture.

Job Title: Director, Strategic Customer Success

Locations: Remote US

Reports to: Vice President, Customer Success

A quick snapshot…

The Director, Strategic Customer Success will be responsible for managing the health and adoption of Conga’s global strategic customer segment and the team of 6-8 globally dispersed Strategic Customer Success managers. The leader will exemplify strong leadership skills, demonstrate proven success in achieving adoption/renewal targets and build a team culture focused on revenue retention and expansion results. Candidate will also lead the team through planning, accurate forecasting, adoption strategies, and daily management to achieve industry leading renewal rates while supporting overall account strategies established by go to market account executives.

Why it’s a big deal…

Conga’s Customer Success team has a culture unlike any other. We are fun, collaborative, celebratory, passionate and driven. We invest in our team and when you work every day to ensure your customers' success, you ensure the success of yourself and Conga. At Conga our Strategic customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our Strategic Customer Success team is the voice of the customer, the facilitator of conversations and the driver of outcomes both for the Customer and Conga. We identify expansion, mitigate risk using our cross functional teams and improve health and sentiment of Conga’s Customers, ensuring successful and growing renewal.

Are you the person we’re looking for?

Leadership. We are looking for a proven leader with at least 5-7 years of direct leadership experience and 10+ years of professional Customer Success, Consulting, or Sales management background and experience, preferably in a B2B SaaS or technology-driven organization working with a global customer base. You have a proven track record of, and ability to coach teams to, collaborating closely with the sales, product, and marketing teams to develop a deep understanding of customers' business needs and goals, and provide input on product and service enhancements. You understand what it takes to develop and execute customer success/account plans, including onboarding, adoption, and renewal strategies, to drive long-term customer value and maximize customer lifetime value (CLTV). You get excited about the broader Customer Success mission of being ‘A TEAM in pursuit of sustainable customer wins’ and our operating motto of ‘Own It, Do It, and Enjoy It.’

Drive & Desire. You have the ability to successfully leverage all resources. You have a strong sales acumen with an operational mindset and can scale between the daily cadence of portfolio reviews and running strategic initiatives to improve the health of the overall segment. You are self-motivated and have a strong desire to succeed. You have the ability to inspire and create a

culture within the Strategic CS team that models this behavior within each individual book of business.

Initiative. You don’t wait around for things to happen. You’re not only proactive about completing your own work, but you are not shy about pulling in the necessary resources to help you achieve your goals and desired outcomes. You build teams to have this same focus within their book of business.

Here’s What Will Give You An Edge…

Domain expertise. Let’s face it, understanding Revenue Lifecycle Management software (Configure, Price, Quote & Contract Lifecycle Management) and overall revenue processes our customers use will mean you can hit the ground running. Being able to speak to customers about their business challenges within their revenue lifecycle and coach your team to do this will help ensure value driven engagement. Preferred candidates will have 3-5 years of domain experience.

Resourceful and collaborative. At Conga, we achieve together. When you have questions, you find answers; when you’re faced with challenges, you find solutions. You turn to a variety of resources, including your colleagues, professional network, Internet, articles, books—whatever helps you get the job done. Then you apply that knowledge to solve problems and educate yourself and others.

A good eye for data interpretation. You’re excited to dig into data and determine which initiatives are working. Being able to explain what is happening below the top line numbers and how to better feedback data to other departments like Customer Success, Support and Product is how the renewal and expansion rates will continue to go up.

Clear, deliberate, and collaborative communicator. You don’t just engage in collaborative discussions; you regularly initiate them. Whether engaging with other functions within Conga, or directly with a customer, you are clear and concise when you speak and write -- and even creative in terms of ensuring your messages are received and understood. You leave no room for assumptions or misunderstandings. It’s what sets you apart from the rest.

Did we pique your interest?

 

If this sounds like the kind of job you would love in the kind of environment where you would thrive, please click apply. We'd love to hear from you!

 

Don’t meet every requirement for the role? 

 

Studies have shown that women and members of ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Conga we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You just might be the right candidate for this or other roles. 

Compensation

In the spirit of the Conga Way, we strive to design easy-to-understand compensation programs that are fair and free from any type of discrimination. In keeping with this approach, we are committed to delivering competitive compensation and benefits packages to our colleagues worldwide and communicating transparently about the structure of our compensation programs.

The U.S. base salary range for this full-time position is $152,625 - $188,238. Within the range, individual pay is determined by job-related skills, experience, and relevant education, or training. In addition to base salary, Conganeers receive a variable incentive pay component, perks such as flexible work options, and a full range of benefits including medical and dental insurance.

The posted salary ranges are for the expectations outlined in the job description. We are often open to a wide variety of profiles and sometimes have flexibility within our organizational structure to adjust the role responsibilities up or down should we select a candidate that is less or more experienced than the posted job requirements. In these occasional cases, we will communicate the revised salary range to the candidate during the selection process

#BI-Remote

Additional Information

Conga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. All your information will be kept confidential according to EEO guidelines. Conga is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.