Customer Success Manager

4 weeks ago

San Francisco, California, United States Gong Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Gong. As a trusted strategic advisor to revenue and operational leaders, you will drive strategic plans and business transformation while delivering measurable business impact.

Key Responsibilities
  • Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business objectives and pains 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 Executive counterparts to secure retention and growth of your portfolio.
  • 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.
Requirements
  • 3+ 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.
  • Renewal management experience across 30+ customers annually, MEDPICCC experience preferred.
  • 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.
What We Offer
  • 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.

The annual salary hiring range for this position is $119,000 USD. Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location.

We are an equal-opportunity employer and believe that diversity is integral to our success. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

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