Senior Director, Customer Success
A quick snapshot…
The Senior Director’s primary responsibilities are to lead and manage a team of Customer Success Managers (CSMs) in EMEA for a book of global, complex customers who have invested in Conga to power their revenue operations. You will drive accountability and adherence to our CS Methodology as well as build and cultivate deep, trusted and transparent relationships with customers. You will ensure that the team is driving towards tangible business outcomes with our customers. You will be a cross-functional liaison with all parts of the organization to ensure a unified approach to how we deliver results. You are a facilitator, a coach, an advisor and never stop asking questions. You bring strategic vision, foster a culture of innovation, and demonstrate inspiring leadership that motivates teams to exceed expectations and deliver exceptional customer value.
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 customers are global, fortune 200 customers that invest millions into their Conga solutions each year. Our CSMs are 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 a successful and growing customer base.
Are you the person we’re looking for?
Minimum experience: 15+ years of Enterprise B2B SaaS Customer Success experience owning accountability for large Enterprise & Strategic-level book of business with proven track record of customer retention and expansion.
Process & standards driven: Experience driving consistent CS methodology and execution across all CS leaders and individual contributors.
Data driven decision making. You’re the type of person who is excited to dig into data and determine which processes are working. Being able to explain why and how to improve for the future is key to collaborating cross-functionally throughout Conga.
Communication and interpersonal skills: Excellent verbal and written communication skills with VP and above stakeholders, with the ability to effectively articulate complex concepts and technical information to both technical and non-technical stakeholders. Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams.
Problem-solving and proactive mindset: Comfortable with complexity and ambiguity; able to both delve into the details and operational tactics, and engage meaningfully on the big picture or overall strategy to drive positive customer outcomes.
Business acumen: Understanding of business strategy, revenue and capacity models to ensure the CS team is operating with efficiency and in line with corporate goals.
Customer advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships.
Comfort with Ambiguity. You navigate fast-paced, ever-changing environments with ease and confidence. Even when information is limited, you’re able to make thoughtful decisions and keep things moving forward. Your adaptability allows you to pivot quickly as priorities shift always staying aligned with the bigger picture.
Innate curiosity and adaptability: Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customer’s industry and revenue lifecycle processes evolve.
Cross-Functional Collaboration. You know how to build strong relationships across Go To Market, Product, Services and Support teams. You communicate priorities, trade-offs, and goals clearly, helping both technical and non-technical stakeholders stay aligned and moving in the same direction.
Leadership or Mentorship Experience. You’re someone who leads with both clarity and care. Whether you’ve managed a team, coached peers, or driven cross-functional initiatives, your leadership creates momentum and trust. At Conga, we value those who lift others as they lead mentoring teammates, navigating change, and creating space for collaboration and growth.
Here’s what will give you an edge…
Industry-specific experience: Prior in manufacturing, healthcare, financial services or Technology industry is highly desirable, as it helps in understanding the unique challenges, dynamics, and customer expectations specific to the industry.
Strong technical background and acumen: In-depth understanding of Revenue Management and/or contract management software solutions, commercial functions and processes as well as IT project management fundamentals. Salesforce and/or Conga product experience a plus.