Sr. Manager, Enterprise Customer Success

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 a customer-centric, strategic, and experienced leader to manage part of our Enterprise 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 into our Sr Director of Enterprise 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 growth. CSMs are measured on quarterly metrics related to gross dollar retention, expansion, and driving multi-year renewals.

RESPONSIBILITIES

• Hire, coach, and develop the best Enterprise CSM team in the industry. Your team’s success and achievements of targets is your top priority. 
• Lead a team of 6-8 Enterprise 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, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time

QUALIFICATIONS 

• 3+ years experience in building and managing high performing CSM teams in B2B enterprise SaaS  
• 8+ 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.
• 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 $172,000 - $228,000 OTE USD (70/30 split).