Customer Success Manager for Mid-Market Clients

2 weeks ago


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

Gong revolutionizes revenue organizations by leveraging customer interactions to enhance operational efficiency, refine decision-making, and accelerate revenue growth. Our Revenue Intelligence Platform employs cutting-edge artificial intelligence technology, enabling teams to capture, comprehend, and act on all customer interactions within a unified, integrated platform.

With over 4,000 companies globally relying on Gong to optimize their go-to-market strategies and drive revenue growth, we invite you to explore this opportunity.


Role Overview

As a Customer Success Manager (CSM) at Gong, you will serve as a trusted advisor to revenue and operational leaders. Your primary responsibilities will include:

  1. Enhancing customer engagement and driving product adoption.
  2. Delivering impactful business outcomes.
  3. Identifying and mitigating risks.
  4. Fostering account growth.

CSMs are evaluated based on quarterly metrics related to gross dollar retention, expansion, and securing multi-year renewals.


Key Responsibilities


• Act as a strategic advisor to senior revenue and operations leaders, identifying business objectives and challenges while aligning them with Gong's value proposition.

• Manage overall customer relationships, driving engagement and adoption, measuring value, addressing risks, and cultivating customer advocacy.

• Drive quarterly metrics related to portfolio net growth, gross dollar retention, and multi-year renewals.

• Collaborate with our Implementation team to ensure successful onboarding and quick realization of desired outcomes.

• Partner with Account Executive counterparts to secure retention and growth within your portfolio.

• Work effectively with various cross-functional internal teams.

• Proactively identify and lead process improvements to help build a world-class Customer Success team.


Qualifications
• A minimum of 3 years of relevant experience in B2B enterprise SaaS customer success or consulting.

• Proven ability to prioritize and manage a portfolio of clients while being accountable for quarterly performance metrics.

• Demonstrated success in leading centralized tool deployment and driving adoption, growth, and retention.

• Experience managing renewals across a substantial number of clients annually, with MEDPICCC experience preferred.

• Track record of maintaining relationships with senior stakeholders (VP and C-suite) and leading value and ROI discussions.

• A passion for fostering customer-centricity by collaborating with internal stakeholders such as Sales, Product, Support, and Marketing.

• Self-starter mentality, thriving in fast-paced environments and adapting to change and ambiguity. Top performers possess a growth mindset and value collaboration.


Benefits

We offer Gongsters a comprehensive benefits package, including:

  • Various medical, dental, and vision plans tailored to meet you and your family's needs.
  • A Wellbeing Fund for flexible wellness support.
  • Mental health benefits covering therapy and coaching.
  • A 401(k) program to help you secure your financial future.
  • Education and learning stipends for personal development.
  • Flexible vacation policies to promote a healthy work-life balance.
  • Paid parental leave to support family needs.
  • Company-wide recharge days each quarter.
  • A work-from-home stipend to enhance your remote work experience.

The annual salary for this position is competitive and based on various factors unique to each candidate, including skills, qualifications, education, experience, and location.

At Gong, we are committed to diversity and inclusion, and we do not discriminate based on any protected characteristic. We encourage all qualified candidates to apply.



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