Sr. Manager, Managed Services

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.

We’re looking for an experienced and enterprise-ready leader to manage a frontline Managed Services team. This role is responsible for driving the success of a multi-million-dollar customer portfolio, building and scaling a high-performing team, and ensuring our customers achieve meaningful outcomes through our evolving platform.

As a people manager, you’ll be accountable for hiring, developing, and up-leveling talent, creating an environment where individuals thrive and the team can scale with growing demand. You’ll balance day-to-day people leadership with program execution—managing escalations, optimizing processes, and contributing to the design of new service models. In addition, you’ll personally manage a small book of customers (up to 50% of your capacity) to stay close to the customer experience and provide hands-on leadership.

We’re seeking someone who is energized by change, skilled in collaboration, and able to bring together people management, program building, and customer success in a fast-paced, high-growth environment.

RESPONSIBILITIES

• Lead, coach, and grow a team of Managed Services professionals by setting clear goals, providing regular feedback, and fostering a culture of accountability and collaboration
• Hire, onboard, and develop talent to scale with the evolving needs of the business and platform
• Drive end-to-end contract strategy, including negotiation and execution for new customers and existing accounts, with a focus on proactive upsells, change requests, and renewals.
• Manage a multi-million-dollar portfolio of enterprise customers, ensuring strong outcomes, adoption, and long-term value
• Balance people leadership with direct customer ownership (managing a book of business up to 50% of your time)
• Act as an escalation point for both customers and internal teams, navigating challenges with sound judgment and urgency
• Drive continuous improvement of processes, playbooks, and delivery models to ensure scalability and quality
• Partner cross-functionally with Sales, Product, Engineering, Support and Customer Success to align services strategy with customer outcomes and business growth
• Influence program direction and strategic initiatives for Managed Services while maintaining a customer-first mindset

QUALIFICATIONS 

• 7+ years in Professional Services, Managed Services, or enterprise SaaS consulting.
• 2-3 years in people management a bonus
• Proven ability to manage large customer portfolios and enterprise-level relationships
• Strong hiring, coaching, and change leadership skills, with a track record of developing talent and building high-performing teams
• Experience balancing people management, operational excellence, and direct customer engagement
• Ability to position and sell Managed Services programs alongside Sales, CS, and Solutions
• Exceptional collaboration and communication skills, with executive presence and stakeholder management experience
• Comfortable operating in fast-paced, evolving environments, adapting quickly to shifting needs
• Ability to travel up to 25%

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.
• 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 $163,200 - $192,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may inc