Senior Director, Customer Success

About the role

The Senior Director will lead and manage a team of Customer Success Managers in EMEA, overseeing a portfolio of global, complex enterprise customers. This role focuses on driving accountability, implementing CS methodology, and fostering cross-functional collaboration to ensure tangible business outcomes and customer retention. The position requires a strategic leader who can mentor teams, navigate complex business environments, and advocate for customer needs while aligning with corporate goals.

Responsibilities

• Lead and manage a team of Customer Success Managers in EMEA.
• Drive accountability and adherence to CS methodology.
• Build and cultivate deep, trusted relationships with global enterprise customers.
• Ensure the team delivers tangible business outcomes and drives customer retention and expansion.
• Act as a cross-functional liaison to ensure a unified approach to service delivery.
• Mentor and coach team members to foster a culture of innovation and high performance.

Required skills

• Enterprise B2B SaaS
• Customer Success
• Customer Retention
• Data-driven decision making
• Strategic planning
• Cross-functional collaboration
• Leadership
• Mentorship

Nice to have

• Manufacturing industry experience
• Healthcare industry experience
• Financial services industry experience
• Revenue Management software
• Contract management software
• IT project management
• Salesforce
• Conga products

About the Company

Conga aligns pricing, quoting, contracting, rebates, and communications to help companies run as connected, smarter businesses. With over 10,000 customers worldwide, the company focuses on unifying people and processes to drive profitable growth and consistent buyer experiences.