Gong
IX Enterprise CSM (Healthcare)
at
Gong
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Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends. 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.
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.
This role is a foundational member of our new Industry Expansion (IX) team, building the strategy for the newest segment in Gong CS. You will contribute to shaping the customer journey and success model for emerging industries and use cases, building the IX outcomes realization journey and 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.
Responsibilities
Be a trusted strategic advisor to senior revenue and revenue operations leaders within the IX segment, uncovering and driving board‑level business outcomes and mapping them to Gong workflows and value.
Own overall customer relationships in your IX portfolio, driving engagement and adoption, mining data to measure value, 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, and deliver a positive customer experience.
Drive quarterly metrics tied directly to gross dollar retention, upsell, and multi‑year renewals, contributing 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 portfolio value.
Partner with Gong’s Professional Services organization to ensure customers within the IX segment onboard successfully and achieve the fastest path to value.
Work cross‑functionally with RevOps, Product, and Marketing to refine the IX customer experience and feedback loops.
Contribute to Gong’s culture of “builders” by identifying and leading team process improvements and helping build a world‑class CSM team, supporting foundational strategies and scalable programs for the Industry Expansion team.
Qualifications
7+ years of relevant work experience.
Previous B2B SaaS and enterprise software experience.
Experience working with Healthcare customers or in the Healthcare industry.
Account management experience a plus.
Ability to independently analyze and leverage data to build persuasive customer value/ROI narratives.
Demonstrated ability to create prescriptive project plans and change‑management paths to deliver high customer satisfaction and loyalty.
Excellent verbal and written communication skills.
Passionate about providing an exceptional customer experience.
Creative, resourceful, detail‑oriented, and well‑organized.
Strong team player who thrives in a fast‑paced, high‑growth startup environment.
Ownership mindset with limited direction; proven ability to complete complex projects when success paths may be unclear.
Proven ability to lead, challenge, and persuade Fortune 100 customers and executive stakeholders.
Comfortable giving and receiving feedback.
Perks & Benefits
Medical, dental, and vision plans.
Flexible wellness stipend (Wellbeing Fund).
Mental health benefits with covered therapy and coaching.
401(k) program.
Education & learning stipend.
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
$167,000 - $172,000 USD OTE (70/30 split) .
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; the range may differ for candidates in other locations. The total compensation package includes base, incentive, bonus, equity, and benefits. Some sales compensation programs may allow earning above targeted earnings for exceeding sales targets.
Important Information All Gong recruiting email communications will come from the @gong.io domain. Claims from other sources should be ignored.
Equal‑Opportunity Employer 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.
Privacy Policy To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
#J-18808-Ljbffr
at
Gong
Get AI-powered advice on this job and more exclusive features.
Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends. 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.
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.
This role is a foundational member of our new Industry Expansion (IX) team, building the strategy for the newest segment in Gong CS. You will contribute to shaping the customer journey and success model for emerging industries and use cases, building the IX outcomes realization journey and 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.
Responsibilities
Be a trusted strategic advisor to senior revenue and revenue operations leaders within the IX segment, uncovering and driving board‑level business outcomes and mapping them to Gong workflows and value.
Own overall customer relationships in your IX portfolio, driving engagement and adoption, mining data to measure value, 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, and deliver a positive customer experience.
Drive quarterly metrics tied directly to gross dollar retention, upsell, and multi‑year renewals, contributing 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 portfolio value.
Partner with Gong’s Professional Services organization to ensure customers within the IX segment onboard successfully and achieve the fastest path to value.
Work cross‑functionally with RevOps, Product, and Marketing to refine the IX customer experience and feedback loops.
Contribute to Gong’s culture of “builders” by identifying and leading team process improvements and helping build a world‑class CSM team, supporting foundational strategies and scalable programs for the Industry Expansion team.
Qualifications
7+ years of relevant work experience.
Previous B2B SaaS and enterprise software experience.
Experience working with Healthcare customers or in the Healthcare industry.
Account management experience a plus.
Ability to independently analyze and leverage data to build persuasive customer value/ROI narratives.
Demonstrated ability to create prescriptive project plans and change‑management paths to deliver high customer satisfaction and loyalty.
Excellent verbal and written communication skills.
Passionate about providing an exceptional customer experience.
Creative, resourceful, detail‑oriented, and well‑organized.
Strong team player who thrives in a fast‑paced, high‑growth startup environment.
Ownership mindset with limited direction; proven ability to complete complex projects when success paths may be unclear.
Proven ability to lead, challenge, and persuade Fortune 100 customers and executive stakeholders.
Comfortable giving and receiving feedback.
Perks & Benefits
Medical, dental, and vision plans.
Flexible wellness stipend (Wellbeing Fund).
Mental health benefits with covered therapy and coaching.
401(k) program.
Education & learning stipend.
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
$167,000 - $172,000 USD OTE (70/30 split) .
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; the range may differ for candidates in other locations. The total compensation package includes base, incentive, bonus, equity, and benefits. Some sales compensation programs may allow earning above targeted earnings for exceeding sales targets.
Important Information All Gong recruiting email communications will come from the @gong.io domain. Claims from other sources should be ignored.
Equal‑Opportunity Employer 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.
Privacy Policy To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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