Senior Commercial Customer Success Manager
1 month ago
Gong is a leading provider of revenue intelligence solutions, empowering businesses to harness customer interactions and drive growth. Our innovative platform uses AI technology to capture, understand, and act on customer interactions, enabling teams to optimize their go-to-market strategies and accelerate revenue growth.
Job SummaryWe are seeking a highly skilled Senior Commercial Customer Success Manager to join our team. As a trusted strategic advisor to revenue and operational leaders, you will drive strategic plans and business transformation while delivering measurable business impact. Your key responsibilities will include driving customer engagement and product adoption, delivering meaningful business outcomes, mitigating risk, and driving account growth.
Key Responsibilities- Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business outcomes and strategically map those to Gong value
- Own overall customer relationships and drive engagement and adoption, mine and measure value, unearth and mitigate risk, and create customer advocacy
- Drive quarterly metrics around portfolio net growth, gross dollar retention, and multi-year renewals
- Partner with our Implementation team to ensure customers onboard successfully and achieve quick time-to-value against their desired outcomes
- Partner with Account Executives to secure retention and growth of your portfolio through upsell and cross-sell motions
- Work successfully with a wide variety of cross-functional internal partners
- Proactively identify and lead team process improvements and help us build a world-class CSM team
- 2+ years of relevant work, specifically B2B enterprise SaaS customer success OR consulting experience
- Experience prioritizing and managing a book of business and being accountable for quarterly metrics
- Demonstrated success leading centralized tool deployment and driving adoption, growth, and retention
- Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations
- Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing, and executives
- Our CSMs are self-starters who excel in high-paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves in being coachable. We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom.
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family's needs
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle
- Mental Health benefits with covered therapy and coaching
- 401(k) program to help you invest in your future
- Education & learning stipend for personal growth and development
- Flexible vacation time to promote a healthy work-life blend
- Paid parental leave to support you and your family
- Company-wide recharge days each quarter
- Work from home stipend to help you succeed in a remote environment
We offer a competitive compensation package, including a base salary of $106,000 (OTE and 70/30 split) USD, as well as incentive compensation, bonus, equity, and benefits. If you are a motivated and results-driven individual who is passionate about driving customer success, we encourage you to apply.
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