Sr. Manager, Managed Services

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 executionmanaging 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

Perks & Benefits

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 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.