Manager, Mid Market Customer Success

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

We’re looking for a customer-centric, strategic, and experienced leader to manage part of our Mid-Market CSM team. Your leadership will have a direct impact on driving customer growth, developing the team, and delivering on our core goal to retain and grow customers. This position reports to our Sr Director of Mid-Market Customer Success.

Our CSMs are trusted advisors to revenue and operational leaders. They drive strategic plans and business transformation while delivering measurable business impact. As a CSM at Gong, you will be expected to 1) drive customer engagement and product adoption, 2) deliver meaningful business outcomes, 3) mitigate risk, and 4) drive account renewals and identify opportunities for growth. CSMs are measured on quarterly metrics related to gross dollar retention (GDR), expansion, and driving multi-year renewals.

RESPONSIBILITIES

• Hire, coach, and develop the best CSM team in the industry. Your team’s success and achievements of targets is your top priority. 
  
• Lead a team of 6-8 Mid-Market CSMs in delivering exceptional customer value, focused primarily on creating successful customers
  
• Own your team's metrics and drive the plan to exceed them, specifically renewal / GDR success, account growth, license utilization, risk mitigation, and business value delivery
  
• Quarterly metrics and targets are tied directly to the achievement of gross dollar retention, upsell, and multi-year renewals.
• Partner with other CS leaders to build and refine processes, systems, and resources to make the teams, and our customers, successful 
  
• Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent Customer Success organization
  
• Work closely with internal teams (Professional Services, Support, Sales, Product, Professional Services, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time
  

QUALIFICATIONS 

• 2+ years experience in building and managing high performing CSM teams in B2B SaaS  
  
• 6+ years of experience in customer facing roles
  
• Passionate about developing people and coaching your team to meet their full potential
  
• Demonstrated ability leading a customer facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers 
  
• Experience owning and managing customer renewals and revenue targets 
  
• Track record of aligning with customer executives, driving value conversations and tight alignment with VP and C-suite stakeholders, particularly enablement, go to market, and revenue operations leaders
  
• High business acumen and understanding of the inner workings of revenue teams, and how operating rhythms operate successfully
  
• Experience driving multithreaded relationships with large, matrixed organizations
  
• High energy leader with excellent collaboration skills to drive forward cross-functional customer projects and processes with Sales, Professional Services, Product, Support, and Gong executives
  
• Track record of not only operating, but succeeding in a fast-paced, high-growth environment 
  
• Our top performers have a growth mindset and pride themselves in being coachable. We are a team that values collaboration and winning together, and challenging conventional wisdom. If that’s you too, we want to hear from you!

PERKS & BENEFITS 

• 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.
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