Senior Director, Customer Success

A career that’s the whole package! At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line. 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 custo