Senior Manager of Enterprise Customer Success, Gong
$172-228k
OTE
OTE: 70/30 split
Revenue intelligence platform
Be an early applicant
Revenue intelligence platform
1001+ employees
Be an early applicant
$172-228k
OTE
OTE: 70/30 split
1001+ employees
Company mission
To help companies transform their revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth.
Role
Who you are
- 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!
What the job involves
- 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
- 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
Our take
In the world of sales, relying on traditional methods like CRM notes for customer insights can be a time-consuming nightmare. Sales reps often spend hours sifting through data, yet crucial details get lost and decisions end up being based on guesswork. Recognizing this challenge, Gong founders saw the potential of AI to bridge the information gap.
Gong's innovative solution goes beyond simply recording customer interactions 0 it analyzes them as well. Gong identifies potential red flags and offers recommendations on the fly, helping reps navigate conversations toward successful closures.
With a proven track record and a global customer base that includes tech giants like LinkedIn, Slack, and Shopify, Gong is making its mark on the industry. The company is now focused on expanding its reach internationally and forging new partnerships, solidifying its position as a leader in AI-powered sales intelligence.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$250m
SERIES E
Aug 2020
$200m
SERIES D
Total funding: $586.1m
Company benefits
- Mental health support resources
- Weekly wellness events
- Work from home stipend
- Generous vacation days
- Quarterly recharge company shutdowns
- Parental leave
- Employee equity
- Retirement savings
- Commuter & parking benefits
- Training & development programs
- Employee resource groups
- Mentorship opportunities
Company HQ
The East Cut, San Francisco, CA
Leadership
Amit Bendov
(CEO)Former CMO at Panaya and CEO at SiSence.
Eilon Reshef
(CPO)Initially served as CTO at the company before transitioning into their current role. Co-founder and former VP of Webcollage (acquired by Answers in 2013).
Salary benchmarks
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