Director, Customer Success
The Director of Customer Success at Conga will lead and expand a team of experienced Enterprise and Strategic Customer Success Managers (CSMs). This role focuses on fostering partnerships with complex organizations to ensure they achieve measurable outcomes using Conga's solutions. The Director will provide strategic leadership and coaching, taking full ownership of a portfolio comprising Fortune 100, 200, and 500 clients.
Key responsibilities include managing a high-value book of business, driving customer retention and expansion, and implementing consistent Customer Success methodologies. The Director will collaborate cross-functionally with Sales, Product, Engineering, Support, and Operations teams to align on customer needs and deliver effective solutions. Additionally, the role involves resolving customer escalations and building executive-level relationships to enhance customer satisfaction and loyalty.
Candidates should have over 10 years of experience managing large, complex portfolios in a SaaS environment, with a proven track record in customer retention and expansion. Strong leadership and coaching abilities are essential, along with excellent communication and interpersonal skills. Experience with Fortune 100, 200, and 500 companies is preferred, as is familiarity with Customer Success software such as Salesforce, Gainsight, Clari, Gong, and Jira.
Conga offers a competitive compensation package, including a base salary range of $172,148 to $292,484, variable incentive pay, flexible work options, and comprehensive medical and dental insurance. The company fosters a collaborative and innovative culture, providing opportunities for professional growth and development within a supportive environment.