Company Description

Conga is a fast-growing leader in the Digital Transformation category with over 10,000 customers, 750,000 users, and 1,600 five-star customer reviews. Conga’s Digital Document Transformation Suite creates outstanding ROI for our customers by automating business processes for digital data, documents, reporting, and contracts. As a top 3 global Salesforce Strategic ISV with the #1 paid application on the Salesforce AppExchange, Conga has tremendous momentum. For example, our net dollar retention and NPS scores are industry leading.

Conga is a pre-IPO high growth B2B SaaS application software provider. The Company has grown tremendously from a run rate of $15 million in annual recurring revenue (ARR) in 2015 to crossing $100M in 2018. 

With a global team of 500 employees, an experienced senior management team, strategic investors including Insight Venture Partners and Salesforce Ventures, a global headquarters in Denver, Colorado, and offices across the US, in London and in Sydney, Australia, Conga is poised to be one of the next great B2B SaaS IPO success stories. 

Job Description

As a late stage, pre-IPO, SaaS leader, Customer Success is absolutely vital to our long-term strategy. We are recruiting an experienced senior executive to own driving success for our customers. This role reports to the Chief Revenue Officer and includes responsibilities for all global Customer Success activities (e.g., on-boarding, adoption, advocacy, utilization, retention, etc.) and outcomes (e.g., renewals, up-sell, cross-sell, etc.).

As the leader of this function, our Vice President, Customer Success will build and lead a global Customer Success organization focused on the following outcomes:

• Drive Customer Success Outcomes
  • Maximize adoption and utilization of Conga products within our customer base
  • Increase renewal rates and minimize churn
  • Expand our revenue in accounts through identification of cross-sell and up-sell opportunities
  • Influence future lifetime value through higher product adoption, and customer satisfaction
  • Drive new business growth through greater advocacy and reference-ability

• Define and Optimize Customer Lifecycle working with a cross-functional team:
  • Map the customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Apply industry best practices

• Manage Customer Success Activities working closely with the Sales, Technical Customer Support, and Professional Services teams
  • Onboarding
  • Training
  • Customer Success Management
  • Renewals
  • Advocacy

• Measure Effectiveness of Customer Success
  • Define operational metrics for team and establish system for tracking metrics
  • Create cadence for review within team
  • Expose relevant KPI metrics to executive team, company and board

• Inspire Customer Success Across the Company
  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Qualifications

• Proven track record of 8+ years experience building and leading Customer Success and customer-facing organizations in a successful, fast growing SaaS company
• Proven track record driving the key SaaS metrics of Customer Success including adoption, utilization, Renewal, cross sell, and Net Dollar Retention. 
• World class Management and leadership skills including recruiting top talent 
• Strong empathy for customers AND passion for revenue and growth
• Deep experience with Sales and post sales 
• Analytical, data driven, and process-oriented mindset
• Demonstrated desire for continuous learning and improvement during periods of high growth 
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees

Additional Information

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