IX Enterprise Customer Success Manager, Gong
Healthcare
$167-172k
OTE
OTE (70/30 split)
AI OS for revenue teams
Open for applications
AI OS for revenue teams
1001+ employees
Open for applications
$167-172k
OTE
OTE (70/30 split)
1001+ employees
Company mission
To empower companies to unlock their full revenue potential.
Role
Who you are
- 7+ years of relevant work experience
- Previous B2B SaaS and enterprise software experience
- Experience working with Healthcare customers, or working in the Healthcare industry
- Account management experience a plus
- Ability to independently analyze and leverage data to make a persuasive argument or generate a compelling customer value / customer ROI narrative
- Demonstrated ability to provide prescriptive project plans, and paths for successful onboarding, support, and change management to customers to deliver high customer satisfaction, advocacy, and loyalty
- Excellent verbal and written communication skills
- Passionate about providing an exceptional customer experience
- Creative, resourceful, detail-oriented, and well-organized
- A strong team player and resourceful individual who thrives in a fast-paced, high-growth startup environment
- Someone who flourishes when given responsibility and a sense of ownership, often with limited direction
- Track record of completing complex projects when the path to success may be unclear and / or requires clarity and focus
- Proven ability to lead, challenge, and persuade Fortune 100 customers and executive stakeholders
- Comfortable giving and receiving feedback
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, effectively uncovering and driving towards board-level business outcomes and strategically mapping those to Gong workflows and subsequent value
- Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining data to effectively measure 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 tied directly to achievement of gross dollar retention, upsell, and multi-year renewals, contributing directly to the IX team's targets for GDR and NDR
- Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your IX portfolio
- Partner with Gong’s Professional Services organization to ensure customers within the IX segment onboard successfully and achieve the fastest path to value against their desired outcomes
- 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
- Contribute to Gong’s environment and culture of “builders” versus “scalers,” proactively identifying and leading team process improvements and helping 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 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 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
(Co-Founder & CEO)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
(Co-FOunder & 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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 66 more jobs at Gong