Mid-Market Customer Success Manager

2 weeks ago

Atlanta, Georgia, United States Gong Full time

About Gong

Gong revolutionizes revenue teams by leveraging customer interactions to enhance operational efficiency, facilitate informed decision-making, and accelerate revenue growth. Our Revenue Intelligence Platform employs proprietary AI technology, allowing teams to capture, comprehend, and act on all customer interactions within a unified platform. Over 4,000 organizations globally depend on Gong to optimize their go-to-market strategies and drive revenue growth effectively.

Position Overview

We are seeking a strategic, customer-focused, and seasoned leader to oversee a segment of our Mid-Market Customer Success Management (CSM) team. Your leadership will play a pivotal role in fostering customer growth, nurturing the team, and achieving our primary objective of customer retention and expansion. This role reports directly to the Senior Director of Mid-Market Customer Success.

Key Responsibilities

  • Recruit, mentor, and cultivate a high-performing CSM team, prioritizing your team's success and target achievements.
  • Guide a team of 6-8 Mid-Market CSMs in delivering outstanding customer value, with a strong emphasis on customer success.
  • Take ownership of your team's performance metrics and implement strategies to surpass them, focusing on renewal success, account growth, license utilization, risk management, and delivering business value.
  • Align quarterly metrics and targets with gross dollar retention, upselling, and multi-year renewals.
  • Collaborate with other Customer Success leaders to enhance processes, systems, and resources that contribute to team and customer success.
  • Contribute to Gong's culture of innovation and improvement, offering insights for process enhancements and supporting the evolution of an exceptional Customer Success organization.
  • Work closely with internal departments (Professional Services, Support, Sales, Product, etc.) to synchronize priorities, collaborate on customer needs, and consistently deliver increasing value.

Qualifications

  • Minimum of 2 years of experience in building and managing high-performing CSM teams within the B2B SaaS sector.
  • At least 6 years of experience in customer-facing roles.
  • A strong passion for developing talent and coaching your team to realize their full potential.
  • Proven experience leading a customer-facing team, assisting in prioritizing and managing their client portfolios, and driving best practices.
  • Experience in managing customer renewals and revenue objectives.
  • Demonstrated success in engaging with customer executives and facilitating value-driven discussions with VP and C-suite stakeholders.
  • Strong business acumen and a deep understanding of revenue team dynamics and operational rhythms.
  • Experience in managing complex relationships within large, matrixed organizations.
  • High-energy leader with exceptional collaboration skills to advance cross-functional customer initiatives.
  • A track record of thriving in fast-paced, high-growth environments.
  • Our top performers embody a growth mindset and value collaboration, embracing challenges and innovative thinking.

Benefits

  • A variety of medical, dental, and vision plans tailored to meet the needs of you and your family.
  • Wellbeing Fund - a flexible wellness stipend to promote a healthy lifestyle.
  • Mental health benefits, including covered therapy and coaching.
  • 401(k) program to support your future financial goals.
  • Education and learning stipend for personal and professional development.
  • Flexible vacation policy to encourage a healthy work-life balance.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work-from-home stipend to facilitate success in a remote work environment.

Compensation

The annual salary range for this position is $180,000 - $210,000 USD. Compensation is determined by various factors unique to each candidate, including job-related skills, qualifications, education, experience, and location. At Gong, we utilize a location-based compensation structure, which may result in different ranges for candidates in various locations. The total compensation package may also include incentive compensation, bonuses, equity, and benefits.

Note

We have observed an increase in recruitment impersonations across the industry. All Gong recruiting communications will originate from the official domain. Any outreach claiming to be from Gong via other sources should be disregarded.

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