Mid-Market Customer Success Manager
1 week ago
About Gong
Gong revolutionizes revenue teams by leveraging customer interactions to enhance operational efficiency, facilitate informed decision-making, and accelerate revenue generation. Our Revenue Intelligence Platform employs cutting-edge artificial intelligence technology, enabling teams to capture, comprehend, and act upon 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 crucial 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.
- Lead a group of 6-8 Mid-Market CSMs in delivering outstanding customer value, with a strong emphasis on ensuring 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.
- Establish quarterly metrics and targets directly linked to gross dollar retention, upselling, and multi-year renewals.
- Collaborate with fellow Customer Success leaders to develop and enhance processes, systems, and resources that ensure success for both teams and customers.
- Contribute to Gong's culture of innovation and improvement, bringing forth suggestions for process enhancements to advance our Customer Success organization.
- Work closely with internal departments (Professional Services, Support, Sales, Product, etc.) to align priorities, address customer needs, and deliver ongoing 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 passion for developing talent and coaching team members to realize their full potential.
- Proven ability to lead a customer-facing team, guiding them in prioritizing and managing their accounts, implementing best practices, and delivering strategic value.
- Experience in managing customer renewals and revenue objectives.
- Demonstrated success in engaging with customer executives and aligning with VP and C-suite stakeholders, particularly in enablement, go-to-market, and revenue operations.
- Strong business acumen and insight into the dynamics of revenue teams and their operational rhythms.
- Experience in fostering multithreaded relationships within large, complex organizations.
- Dynamic leader with exceptional collaboration skills to advance cross-functional customer initiatives with Sales, Professional Services, Product, Support, and Gong executives.
- History of thriving in fast-paced, high-growth environments.
- A growth mindset and a commitment to collaboration and shared success.
Benefits
- A variety of medical, dental, and vision plans tailored to meet the needs of you and your family.
- A Wellbeing Fund providing a flexible wellness stipend to support a healthy lifestyle.
- Mental health benefits, including covered therapy and coaching services.
- A 401(k) program to assist in your future financial planning.
- An education and learning stipend for personal and professional development.
- Flexible vacation policies to encourage a healthy work-life balance.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- A work-from-home stipend to ensure your success in a remote setting.
Compensation
The annual salary range for this position is $180,000 - $210,000 USD, with compensation based on factors unique to each candidate, including job-related skills, qualifications, education, experience, and location. The total compensation package may also include incentive compensation, bonuses, equity, and benefits.
Note
We have observed an increase in recruiting impersonations within the industry. All Gong recruiting communications will originate from the official domain. Any outreach claiming to be from Gong via other channels should be disregarded.
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