Gong
Overview
IX Enterprise CSM (Healthcare) at Gong. Gong empowers revenue teams to improve productivity, increase predictability, and drive revenue growth by understanding customers and business trends. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows essential for business success. Gong serves thousands of companies worldwide. Our Customer Success Managers (CSMs) are trusted strategic 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 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 multi-year renewals. This role is a foundational member of our new Industry Expansion (IX) team, building the strategy for Gong CS in the newest segment. You will help shape the customer journey and success model for emerging industries and use cases, contributing to the IX outcomes realization journey and leveraging automation, AI, content, and self-service strategies to improve customer health, reduce churn, and increase Net Dollar Retention (NDR). Responsibilities
Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within the Industry Expansion segment, uncovering board-level business outcomes and mapping them to Gong workflows and value. Own overall customer relationships within your IX portfolio, driving engagement and adoption, measuring value, mitigating risk, and building customer advocacy. Own the end-to-end renewal process, including strategy and collaboration with internal teams, to secure retention and maximize ARR while delivering a positive customer experience. Drive quarterly metrics tied to gross dollar retention, upsell, and multi-year renewals, contributing to IX team targets for GDR and NDR. Achieve cross-sell and upsell targets by partnering with Account Executives to source opportunities and grow the IX portfolio. Partner with Gong’s Professional Services to onboard customers and accelerate value realization. Collaborate with cross-functional partners (RevOps, Product, Marketing) to define and refine the IX customer experience and feedback loops. Contribute to Gong’s culture of builders by leading process improvements and helping shape scalable programs for the Industry Expansion team. Qualifications
7+ years of relevant work experience. Experience in B2B SaaS and enterprise software. Experience with Healthcare customers or the Healthcare industry. Account management experience is a plus. Ability to analyze data independently and articulate customer value/ROI narratives. Ability to create prescriptive project plans for onboarding, support, and change management to drive satisfaction, advocacy, and loyalty. Excellent verbal and written communication skills. Passionate about delivering an exceptional customer experience. Creative, resourceful, detail-oriented, and well-organized; works well in a fast-paced startup environment. Strong ownership mindset with the ability to work with limited direction. Proven ability to lead, challenge, and influence Fortune 100 customers and executive stakeholders. Comfortable giving and receiving feedback. Perks & Benefits
Medical, dental, and vision plans with options for you and your family. Wellbeing fund to support a healthy lifestyle. Mental health benefits including therapy and coaching. 401(k) program for retirement savings. Education and learning stipend for growth and development. Flexible vacation to support work-life balance. Paid parental leave. Quarterly recharge days. Remote work stipend. The annual salary range for this position is $167,000 - $172,000 USD OTE (70/30 split). Compensation is based on factors including skills, qualifications, education, experience, and location. Gong uses a location-based compensation structure and may offer different ranges in other locations. Total compensation may include incentive pay, bonus, equity, and benefits. Some sales compensation programs offer the potential to exceed targeted earnings for high performance. We are always looking for outstanding Gongsters. If this role interests you, we’d love to connect. We may have other roles to consider. We have noticed a rise in recruiting impersonations. All Gong recruiting emails come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored. Gong is an equal-opportunity employer. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other protected class. To review Gong’s privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for details.
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IX Enterprise CSM (Healthcare) at Gong. Gong empowers revenue teams to improve productivity, increase predictability, and drive revenue growth by understanding customers and business trends. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows essential for business success. Gong serves thousands of companies worldwide. Our Customer Success Managers (CSMs) are trusted strategic 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 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 multi-year renewals. This role is a foundational member of our new Industry Expansion (IX) team, building the strategy for Gong CS in the newest segment. You will help shape the customer journey and success model for emerging industries and use cases, contributing to the IX outcomes realization journey and leveraging automation, AI, content, and self-service strategies to improve customer health, reduce churn, and increase Net Dollar Retention (NDR). Responsibilities
Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within the Industry Expansion segment, uncovering board-level business outcomes and mapping them to Gong workflows and value. Own overall customer relationships within your IX portfolio, driving engagement and adoption, measuring value, mitigating risk, and building customer advocacy. Own the end-to-end renewal process, including strategy and collaboration with internal teams, to secure retention and maximize ARR while delivering a positive customer experience. Drive quarterly metrics tied to gross dollar retention, upsell, and multi-year renewals, contributing to IX team targets for GDR and NDR. Achieve cross-sell and upsell targets by partnering with Account Executives to source opportunities and grow the IX portfolio. Partner with Gong’s Professional Services to onboard customers and accelerate value realization. Collaborate with cross-functional partners (RevOps, Product, Marketing) to define and refine the IX customer experience and feedback loops. Contribute to Gong’s culture of builders by leading process improvements and helping shape scalable programs for the Industry Expansion team. Qualifications
7+ years of relevant work experience. Experience in B2B SaaS and enterprise software. Experience with Healthcare customers or the Healthcare industry. Account management experience is a plus. Ability to analyze data independently and articulate customer value/ROI narratives. Ability to create prescriptive project plans for onboarding, support, and change management to drive satisfaction, advocacy, and loyalty. Excellent verbal and written communication skills. Passionate about delivering an exceptional customer experience. Creative, resourceful, detail-oriented, and well-organized; works well in a fast-paced startup environment. Strong ownership mindset with the ability to work with limited direction. Proven ability to lead, challenge, and influence Fortune 100 customers and executive stakeholders. Comfortable giving and receiving feedback. Perks & Benefits
Medical, dental, and vision plans with options for you and your family. Wellbeing fund to support a healthy lifestyle. Mental health benefits including therapy and coaching. 401(k) program for retirement savings. Education and learning stipend for growth and development. Flexible vacation to support work-life balance. Paid parental leave. Quarterly recharge days. Remote work stipend. The annual salary range for this position is $167,000 - $172,000 USD OTE (70/30 split). Compensation is based on factors including skills, qualifications, education, experience, and location. Gong uses a location-based compensation structure and may offer different ranges in other locations. Total compensation may include incentive pay, bonus, equity, and benefits. Some sales compensation programs offer the potential to exceed targeted earnings for high performance. We are always looking for outstanding Gongsters. If this role interests you, we’d love to connect. We may have other roles to consider. We have noticed a rise in recruiting impersonations. All Gong recruiting emails come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored. Gong is an equal-opportunity employer. We do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other protected class. To review Gong’s privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for details.
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