Senior Director, Customer Success

🔥 51 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Conga

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

💸 Finance

🏢 Enterprise

SaaS • Finance • Enterprise

Conga is a comprehensive revenue lifecycle management platform designed to help businesses optimize every stage of the customer journey, from acquisition to renewal. Providing tools for document generation, eSignature, contract lifecycle management (CLM), and configure-price-quote (CPQ), Conga enables businesses to automate and streamline their revenue processes. The platform is open and designed to integrate with existing CRMs, ERPs, and other systems, allowing companies to overcome fragmented data and siloed processes. With a focus on increasing efficiency, mitigating risks, and improving customer experiences, Conga's solutions align teams across departments such as sales, finance, IT, and legal. Their offerings help more than 10,000 companies around the globe to enhance their revenue management activities, providing predictable growth, protecting revenue streams, and expanding customer opportunities.

📋 Description

• Lead and manage a team of Customer Success Managers in EMEA • Manage a book of global, complex customers using Conga revenue operations solutions • Drive accountability and adherence to Conga’s Customer Success methodology • Build and cultivate deep, trusted, and transparent customer relationships • Ensure teams drive tangible business outcomes with customers • Serve as a cross-functional liaison across the organization • Provide strategic vision and foster a culture of innovation • Coach, advise, and motivate teams to exceed expectations and deliver customer value • Identify expansion opportunities and mitigate customer risk through cross-functional teams • Improve customer health and sentiment • Act as the voice of the customer and facilitate customer conversations • Drive outcomes for customers and Conga • Ensure a successful and growing customer base

🎯 Requirements

• 15+ years of Enterprise B2B SaaS Customer Success experience • Accountability for large Enterprise and Strategic-level books of business • Proven track record of customer retention and expansion • Experience driving consistent Customer Success methodology and execution across CS leaders and individual contributors • Data-driven decision-making and ability to analyze process performance • Excellent verbal and written communication skills with VP and above stakeholders • Ability to articulate complex concepts and technical information to technical and non-technical stakeholders • Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams • Problem-solving skills in complex and ambiguous environments • Understanding of business strategy, revenue models, and capacity models • Customer advocacy and customer-centric decision-making • Adaptability in fast-paced, changing environments • Interest in industry trends, emerging technologies, and customer success best practices • Cross-functional collaboration with Go To Market, Product, Services, and Support teams • Leadership, team management, coaching, mentoring, or cross-functional initiative experience • Prior experience in manufacturing, healthcare, financial services, or technology is highly desirable • In-depth understanding of Revenue Management and/or contract management software solutions • Understanding of commercial functions and processes • IT project management fundamentals • Salesforce and/or Conga product experience is a plus

🏖️ Benefits

• Individual and team development opportunities • Diverse, inclusive, and authentic workplace • Equal employment opportunities • Reasonable accommodation for applicants with disabilities • Confidential handling of applicant information • Conga does not accept unsolicited third-party agency resumes for posted FTE positions

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