Gong
Overview
Gong is seeking a customer-centric, strategic, and experienced leader to manage part of our Mid-Market 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 to our Sr Director of Mid-Market Customer Success. Our CSMs are trusted advisors to revenue and operational leaders, driving 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 achievement of targets is your top priority Lead a team of 6-8 Mid-Market CSMs in delivering exceptional customer value, focused 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 tied to 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” and suggest process improvements to evolve the Customer Success organization Collaborate with internal teams (Professional Services, Support, Sales, Product, etc.) to align priorities and deliver increasing value over time Qualifications
2+ years of experience in building and managing high-performing CSM teams in B2B SaaS 6+ years of experience in a customer success role Passionate about developing people and coaching your team to meet their full potential Proven ability leading a customer-facing team, managing a book of business, and driving best-practice operations and strategic value for customers Experience owning and managing customer renewals and revenue targets Track record of aligning with customer executives and collaborators at VP/C-suite level, including enablement, go-to-market, and revenue operations leaders High business acumen and understanding of revenue-team operating rhythms Experience driving multithreaded relationships with large, matrixed organizations High-energy leader with strong cross-functional collaboration skills across Sales, Professional Services, Product, Support, and Gong leadership Ability to thrive in a fast-paced, high-growth environment; growth mindset and coachability Perks & Benefits
Medical, dental, and vision plans Wellbeing Fund with a flexible wellness stipend Mental Health benefits with covered therapy and coaching 401(k) program Education & learning stipend for growth Flexible vacation time Paid parental leave Company-wide recharge days each quarter Work from home stipend Compensation
The annual salary hiring range for this position is $186,000 - $210,000 USD OTE (70/30 split). Compensation is based on factors including skills, qualifications, education, experience, and location. Gong uses a location-based compensation structure which may result in a different range for candidates in other locations. The total compensation package may include incentive compensation, bonus, equity, and benefits. Some sales compensation programs offer the potential to exceed target earnings for those who exceed targets. Security notice and equal opportunity
Please note: Gong is committed to preventing recruiting impersonations. All Gong recruiting emails will come from the @gong.io domain. Any outreach from other sources should be ignored. Gong is an equal-opportunity employer. We value diversity 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 law. For details, review Gong’s privacy policy at https://www.gong.io/gong-io-job-candidates-privacy-notice/.
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Gong is seeking a customer-centric, strategic, and experienced leader to manage part of our Mid-Market 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 to our Sr Director of Mid-Market Customer Success. Our CSMs are trusted advisors to revenue and operational leaders, driving 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 achievement of targets is your top priority Lead a team of 6-8 Mid-Market CSMs in delivering exceptional customer value, focused 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 tied to 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” and suggest process improvements to evolve the Customer Success organization Collaborate with internal teams (Professional Services, Support, Sales, Product, etc.) to align priorities and deliver increasing value over time Qualifications
2+ years of experience in building and managing high-performing CSM teams in B2B SaaS 6+ years of experience in a customer success role Passionate about developing people and coaching your team to meet their full potential Proven ability leading a customer-facing team, managing a book of business, and driving best-practice operations and strategic value for customers Experience owning and managing customer renewals and revenue targets Track record of aligning with customer executives and collaborators at VP/C-suite level, including enablement, go-to-market, and revenue operations leaders High business acumen and understanding of revenue-team operating rhythms Experience driving multithreaded relationships with large, matrixed organizations High-energy leader with strong cross-functional collaboration skills across Sales, Professional Services, Product, Support, and Gong leadership Ability to thrive in a fast-paced, high-growth environment; growth mindset and coachability Perks & Benefits
Medical, dental, and vision plans Wellbeing Fund with a flexible wellness stipend Mental Health benefits with covered therapy and coaching 401(k) program Education & learning stipend for growth Flexible vacation time Paid parental leave Company-wide recharge days each quarter Work from home stipend Compensation
The annual salary hiring range for this position is $186,000 - $210,000 USD OTE (70/30 split). Compensation is based on factors including skills, qualifications, education, experience, and location. Gong uses a location-based compensation structure which may result in a different range for candidates in other locations. The total compensation package may include incentive compensation, bonus, equity, and benefits. Some sales compensation programs offer the potential to exceed target earnings for those who exceed targets. Security notice and equal opportunity
Please note: Gong is committed to preventing recruiting impersonations. All Gong recruiting emails will come from the @gong.io domain. Any outreach from other sources should be ignored. Gong is an equal-opportunity employer. We value diversity 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 law. For details, review Gong’s privacy policy at https://www.gong.io/gong-io-job-candidates-privacy-notice/.
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