Senior Customer Success Manager, Gong
IX Commercial
$95-103k
OTE
OTE (70/30 split)
AI OS for revenue teams
Job no longer available
AI OS for revenue teams
1001+ employees
Job no longer available
$95-103k
OTE
OTE (70/30 split)
1001+ employees
Company mission
To empower companies to unlock their full revenue potential.
Role
Who you are
- 2+ years of relevant work, specifically B2B enterprise SaaS customer success OR consulting experience
- Experience working with Financial Services or Healthcare customers, or work experience in those industries
- Experience prioritizing and managing a book of business and being accountable for quarterly metrics
- Demonstrated success leading centralized tool deployment and driving adoption, growth, and retention
- Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations
- Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing, and executives
- Our CSMs are self-starters who excel in high-paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves on being coachable. We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom. If that’s you too, we want to hear from you!
What the job involves
- Our Customer Success Managers (CSMs) are trusted strategic advisors to revenue and operational leaders
- They are responsible for driving strategic plans and business transformation while delivering measurable business impact
- As a CSM at Gong, you will drive customer engagement and product adoption, deliver meaningful business outcomes, mitigate risk, and drive account growth
- CSMs are measured on quarterly metrics related to gross dollar retention, expansion, and driving multi-year renewals
- This particular role will be a foundational member of our new Industry Expansion (IX) team, which is building out the strategy for the newest segment in Gong CS
- You will be joining a "startup within a startup," contributing to shaping the customer journey and success model for emerging industries and use cases
- You’ll help to build the IX outcomes realization journey, leveraging automation, AI, content, and self-service strategies to improve customer health, reduce churn, and increase NDR (Net Dollar Retention) for this critical new segment
- Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within our new Industry Expansion segment, to uncover business outcomes and strategically map those to Gong value
- Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining and measuring value, unearthing and mitigating risk, and creating customer advocacy
- Own the end-to-end renewal process, including strategy, execution, and collaboration with internal teams, to secure retention, maximize ARR (Annual Recurring Revenue), and deliver a positive customer experience
- Drive quarterly metrics around portfolio net growth, gross dollar retention (GDR), and multi-year renewals, contributing directly to the IX team's targets for GDR and NDR
- Partner with our Implementation team to ensure customers within the IX segment onboard successfully and achieve quick time-to-value against their desired outcomes
- Collaborate closely with Account Executives to secure retention and growth of your IX portfolio through upsell and cross-sell motions
- Work successfully with a wide variety of cross-functional internal partners, including RevOps, Product, and Marketing, to define and refine the IX customer experience and feedback loops
- Proactively identify and lead team process improvements and help us build a world-class CSM team, contributing to the foundational strategies and scalable programs for the Industry Expansion team
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, 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 focused on expanding its reach internationally and forging new partnerships, capitalising on the boom in demand for AI - which has seen the company reach an ARR run rate of $500 million.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$250m
SERIES E
Aug 2020
$200m
SERIES D
Total funding: $586m
Company benefits
- Mental health support resources
- Flexible wellness fund
- 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 & Co-Founder)Prior to co-founding Gong in 2015, Amit spent nearly 3 years as the CEO of SiSense and 5 years as CMO at Panaya.
Eilon Reshef
(CPO & Co-Founder)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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