Customer Success Manager

Customer Success Manager

Reports to: Director, Customer Success

Location: France (remote). Toulouse is the preferred location.

Travel: 10% (in EMEA)

Languages: English and French (native/C2 level)

Quick Snapshot

The Customer Success Manager’s primary responsibilities are to manage a book of global, complex customers who have invested in Conga to power their revenue operations. The role involves performing detailed adoption analysis and engaging customers in joint planning to increase adoption, leading value realization activities such as customer stakeholder alignment and roadmap reviews, and driving customer advocacy by ensuring technical issues are resolved quickly and efficiently. The CSM acts as a facilitator, coach, consultant, and continuously seeks to understand customers deeply.

Why It’s a Big Deal

Customer Success at Conga is a collaborative, celebratory, and passionate culture that invests in its team. The CSM’s work directly impacts the success of Fortune 200 customers who invest millions in Conga solutions each year. Success includes driving adoption of Conga products, identifying expansion opportunities, mitigating risk, and improving the health and sentiment of customers to ensure successful and growing renewals.

Core Responsibilities

• Manage a portfolio of global, complex customers.
• Perform detailed adoption analysis and engage customers in joint planning.
• Lead value realization activities, including stakeholder alignment and roadmap reviews.
• Drive adoption of Conga products and identify expansion opportunities.
• Mitigate risks using cross‑functional teams and improve customer health and sentiment.
• Ensure smooth resolution of technical issues by collaborating with internal partners.
• Act as a facilitator, coach, and consultant to continuously improve customer engagement.

Desired Qualifications and Skills

• 3‑5 years of experience in a customer success role within large enterprise or strategic accounts.
• Proven track record of driving customer satisfaction, retention, and expansion.
• Strong project management or consulting experience with ability to navigate challenges and strategize future states.
• Change agent mindset, inquisitive, and keen to challenge customers to understand impacts.
• Technical background in revenue management and/or contract management software solutions.
• Analytical skills: proficiency in analyzing complex data sets and deriving actionable insights.
• Excellent verbal and written communication skills, able to articulate complex concepts to technical and non‑technical stakeholders.
• Interpersonal skills to build rapport, trust, and manage relationships across customers and internal teams.
• Experience collaborating with cross‑functional teams and mentoring junior CSMs.
• Strong problem‑solving skills with a proactive mindset for anticipating customer needs.
• Business acumen: understanding of business strategy and ability to align initiatives with overall objectives.
• Passion for customer advocacy and driving customer‑centric solutions.
• Commitment to continuous learning, staying updated with product enhancements, industry trends, and best practices.

Optional Edge‑Providing Experience

• Industry‑specific experience in CLM, CPQ, or Conga Product suite.
• Experience in Healthcare, Financial Services, Technology, or related fields.
• Professional development in revenue lifecycle management.
• Hands‑on SaaS product experience and product certification.

Equal Opportunity Statement

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, marital status, veteran status, or any other characteristic protected by law.

We understand interview can be stressful for those with disabilities. If reasonable accommodation is needed, please let our recruiter know as soon as possible.

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