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Senior Enterprise Customer Success Manager

San Francisco

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

Our 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 be expected to 1) drive customer engagement and product adoption, 2) deliver meaningful business outcomes, 3) mitigate risk, and 4) drive account growth. CSMs are measured on quarterly metrics related to gross dollar retention, expansion, and driving multi-year renewals.

RESPONSIBILITIES
  • Be a trusted strategic advisor to senior revenue and revenue operations leaders, effectively to uncovering and driving towards board-level business outcomes and strategically map those to Gong workflows and subsequent value
  • Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy. 
  • Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by driving renewal strategy and conversations
  • Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your portfolio 
  • Partner with Gong’s Professional Services organization to ensure customers onboard successfully and achieve the fastest path to value against their desired outcomes 
  • Work successfully with a wide variety of cross-functional internal partners
  • Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent customer success organization
QUALIFICATIONS 
  • 7+ years of relevant work experience
  • Previous B2B SaaS and enterprise software experience
  • 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
PERKS & BENEFITS 
  • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
  • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
  • Mental Health benefits with covered therapy and coaching.
  • 401(k) program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life blend.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $187,000 USD. 

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, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always 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 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.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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