Director of Customer Success
US - Boston, MA; US - Houston, TX; US - Denver, CO Locations: Boston, MA (Remote); Houston, TX (Hybrid); Denver, CO (Remote) Reports to: Senior Director of Customer Success
A quick snapshot…
As a Director of Customer Success at Conga, you will lead and continue to grow a highly skilled team of tenured Enterprise and Strategic CSMs, guiding how they partner with some of our most sophisticated and complex organizations. You will provide leadership expertise and coaching to grow your team while demonstrating clear, independent ownership for your portfolio.
Why it's a big deal…
You and your team will be responsible for owning a book of business made of Fortune 100, 200, and 500 customers and ensuring they have measurable, verified outcomes. You will play a vital role in how we achieve our revenue outcomes.
Here's the person we're looking for…
Related experience:
• 10+ years managing large, high-value, complex books of business within a SaaS environment. • Bonus points if you've worked with products in the revenue lifecycle management space.
Operator:
You thrive when you can measure your team's outcomes consistently with accuracy and a clear point of view. You likely have scaled strategic playbooks tailored for enterprise-level customers and maximized for consistent reach across all levels of the customer's organization. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.
Proven Leadership & Coaching:
You have a track record of successfully growing, leading, and developing high-performing Customer Success Teams in a complex B2B SaaS environment. You know how to deliver clear, actionable feedback, and you build a culture where your team can grow and succeed.
Customer-Centricity with an Enterprise Focus:
You bring proven experience working with Fortune 100, 200, and 500 companies and understand the unique opportunities of enterprise adoption. You ensure customers realize value across their lifecycle and achieve their objectives with Conga, balancing hands-on support with scalable approaches.
Cross-Functional Partnership:
You partner effectively with Sales, Product, Engineering, Support, and Operations to align on customer needs and deliver solutions. You understand when to collaborate, when to escalate, and how to influence outcomes across teams. Your teams represent the voice of the customer, and you provide critical feedback and inputs that drive strategy across the business.
Owner Mentality:
This is your portfolio, and you treat it that way! You own and support resolution to customer escalations, while also building executive-level (VP+) relationships at key customers. You take pride in the quality of your work and the accountability you drive to ensure your team is at its best.
Here's what will give you an edge…
Value Storytelling:
Strong ability to articulate product and financial value to executive-level customers and coach teams to do the same.
Innovative Thinking:
You proactively address thematic customer opportunities and improve our processes accordingly; you're comfortable leveraging fresh technologies to enhance the efficiency and efficacy of our team. You don't rely on 'I've seen this done' but instead think critically to problem solve.
Tools and systems experience:
You have worked with key CS software, including Salesforce, Gainsight, Clari/Gong, and Jira. You've leveraged AI and have demonstrable and measurable examples of both what you did and the outcomes it drove. You've managed renewal forecasts using systems-based methodologies.
Resourceful & Collaborative:
At Conga, we achieve together - when you have questions, you find answers; when you're faced with challenges, you find solutions. You turn to a variety of resources, including your colleagues, professional network, the Internet, articles, books - whatever helps you get the job done. Then you apply that knowledge across the business where it makes sense.
In the spirit of the Conga Way, we strive to design easy-to-understand compensation programs that are fair and free from any type of discrimination. In keeping with this approach, we are committed to delivering competitive compensation and benefits packages to our colleagues worldwide and communicating transparently about the structure of our compensation programs.
U.S. Base Salary Range
Within the range, individual pay is determined by job-related skills, experience, and relevant education, or training. In addition to base salary, Conga employees receive a variable incentive pay component, perks such as flexible work options, and a full range of benefits including medical and dental insurance. The posted salary ranges are for the expectations outlined in the job description. We are often open to a wide variety of profiles and sometimes have flexibility within our organizational structure to adjust the role responsibilities up or down should we select a candidate that is less or more experienced than the posted job requirements. In these occasional cases, we will communicate the revised salary range to the candidate during the selection process.