Senior Manager, Mid-Market Customer Success

Senior Manager, Mid-Market 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 gong.io.

We're looking for a customer-centric, strategic, and experienced leader to manage part of our Mid-Market Customer Success Management 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

Perks & Benefits

The annual salary hiring range for this position is $186,000 - $210,000 USD OTE (70 / 30 split). 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 include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.