Company Description

ABOUT CONGA/APTTUS

Our new company (Conga) was created on May 7, 2020 with the merger of Conga and Apttus. The combining of these two companies creates a leader in mission critical business process solutions, allowing both small and large companies to modernize their business processes.

Together, the new Conga is poised to provide the most complete offering in the market to digitally transform the foundational elements of business -- documents like quotes, contracts and the processes that surround them -- to achieve commercial excellence.

For more information on the new Conga, please visit our newsroom at:

https://conga.com/press-release/apttus-conga-form-new-technology-leader-to-digitally-tranform-commercial-operations

Job Description

The Manager of Customer Success is a vital part of the management team for the Conga Customer Excellence organization. This role leads the strategy and execution for our customer success team to ensure the successful adoption, maturity, and growth of our Customers, across Conga’s US Enterprise customer base. The focus of this role is to be a coach and strategic planner for a team of customer success managers (CSM’s). Another key part of this role is meeting and engaging with our customers and establishing relationships with key executives within our customer base. Your focus will be to make every customer in your portfolio wildly successful resulting in long-term loyalty to Conga.

A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between our customers and all internal Conga teams (e.g. Sales, Professional Services, Technical Support, Product Development, etc). You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Conga organization. This position is based in Raleigh, NC. Will consider remote, East Coast preferred.

Primary Responsibilities Include:

• Manage the Enterprise Customer Success team to ensure that each customer success manager can succeed
• Hire, train, coach, and develop a team of customer success managers
• Build a team that wins, has fun, and lives the Conga values
• Prioritize where we invest our resources and efforts with customers
• Drive the team towards key performance metrics
• Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy
• Manage the team to conduct customer business reviews, success planning and review customer health scores with an emphasis on customers’ success with Conga
• Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
• Contribute to the overall vision and strategy of the Enterprise Customer Success team
• Provide operational oversight of the business to deliver on targets and KPIs
• Serve as escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company
• Develop a career path for CSMs and provide opportunities for advancement where appropriate
• Ensure accurate renewal forecasting and handoff to renewal management team
• Embody Conga values and provide exemplary leadership

Qualifications

• 8+ years of Enterprise customer success experience, preferably within a SaaS organization
• 4+ years of management experience, preferably within a SaaS organization
• Excellent communication skills both with customers and within an organization
• Strong track record of identifying customer needs and successfully implementing long-term software solutions
• Strong track record of defining and executing against key performance indicators
• Ability to build trust and rapport with a customer success team
• Strong track record of building a positive team culture
• Ability to challenge team members and be challenged to achieve team goals
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Comfortable and willing to be a hands-on contributor, on-site with customers
• Experience with enterprise SaaS vendors preferred
• Ability to build and maintain strong relationship with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts
• Excellent organization, change management, and communication skills
• Willingness to 'roll up one's sleeves' and assist wherever needed
• A ‘solutions, not problems’ mindset
• Ability to work independently and to deliver on detail as well as strategy
• Team player who will innovate to continue improving the way Conga serves its customer
• Bachelors degree or equivalent experience required
• Ability to travel up to 25% of the time
• Working knowledge of one or more of the following business areas is preferred:
  • Quote to Cash Processes
  • Contract Management
  • Salesforce.com
• Previous experience with Gainsight or other Customer Success platform preferred

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.

All your information will be kept confidential according to EEO guidelines.