Associate Customer Success Manager

The Associate Customer Success Manager will manage a book of global, complex customers who have invested in Conga to power their revenue operations. Key responsibilities include:

• 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 to ensure the Conga solution is continuously improved.
• Driving customer advocacy by ensuring technical issues are resolved quickly and efficiently through internal Conga partners.
• Acting as a facilitator, coach, and consultant to deeply understand and support customers.

This role is critical for driving adoption, expansion, risk mitigation, and improving the health and sentiment of Conga’s customers, ensuring successful renewals.

Why This Role Matters

Conga’s Customer Success team is known for its collaborative, celebratory, and passionate culture. You’ll work with Fortune 200 customers who invest millions annually in Conga solutions. As a Customer Success Manager, you’ll:

• Serve as the customer’s voice and facilitator of conversations.
• Drive adoption of Conga products and identify expansion opportunities.
• Collaborate cross-functionally to mitigate risks and improve customer outcomes.
• Ensure successful and growing renewals through proactive engagement.

What We’re Looking For

Education: Bachelor’s degree or equivalent hands-on experience.

Experience: 2–4 years in a customer-facing role (Customer Success, Sales, SDR/BDR, or Technical Support). Consideration given to candidates with relevant outcomes, autonomy, impact, and leadership in other capacities.

Key Skills and Mindset:

• Consultative mindset: Builds trust and credibility by actively listening, understanding needs, and tailoring solutions for diverse stakeholders.
• Proactive collaborator: Self-starter who takes initiative and works effectively with others to achieve shared goals.
• Communication & delivery: Strong written, verbal, presentation, and project management skills to influence, align, and execute.
• Technical proficiency: Confident using Salesforce and Microsoft tools (Outlook, Word, Excel, PowerPoint) as well as AI to manage work efficiently.
• High-growth adaptability: Thrives in fast-paced environments with a structured, data-driven approach.
• Customer retention focus: Proven track record of strengthening relationships and driving long-term customer retention.
• Customer engagement & adoption: Comfortable working with customers at varying levels of engagement and adoption. Demonstrates urgency, persistence, and creativity in re-engaging customers and driving value realization.
• Cross-functional collaboration: Effectively aligns cross-functional teams to deliver strong customer outcomes.
• Data-driven: Uses data-driven insights to identify growth opportunities and accelerate value realization.
• Problem solver: Views problems as creative opportunities and uses curiosity, creativity, and persistence to address uncertainty.

What Gives You an Edge

Experience with SaaS/cloud solutions, CLM, CPQ, Salesforce, or Conga is highly desirable.

Travel Requirements

Approximately 4x per year for quarterly Conga events and as-needed travel to customer onsite meetings.