Back to jobs
New

IX Mid-Market, Senior CSM

Austin | Chicago | New York City | Salt Lake City | San Francisco

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. 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. 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.

RESPONSIBILITIES
  • Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within our new Industry Expansion segment, to uncover business objectives and pains and strategically map those to Gong value.
  • Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining and measuring 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 around portfolio net growth, gross dollar retention, and multi-year renewals, contributing directly to the IX team's targets for GDR and NDR.
  • Partner with our Implementation team to ensure customers within the IX segment onboard successfully and achieve quick time-to-value against their desired outcomes.
  • Partner with Account Executive counterparts to secure retention and growth of your IX portfolio through upsell and cross-sell motions.
  • 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.
  • Proactively identify and lead team process improvements and help us build a world-class CSM team, contributing to the foundational strategies and scalable programs for the Industry Expansion team.
QUALIFICATIONS 
  • 3+ years of relevant work, specifically B2B enterprise SaaS customer success OR consulting experience.
  • Experience prioritizing and managing a book of business and being accountable for quarterly metrics.
  • Experience working with Financial Services or Healthcare customers, or work experience in those industries
  • Demonstrated success leading centralized tool deployment and driving adoption, growth, and retention.
  • Renewal management experience across 30+ customers annually, MEDPICCC experience preferred.
  • Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations.
  • Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing, and executives.
  • Our CSMs are self-starters who excel in high-paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves on being coachable. We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom. If that’s you too, we want to hear from you!
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 $125,00-133,000 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, 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.

#LI-AC1

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Gong will collect and use your personal data (e.g. - name, email, resume info) to evaluate your application for employment. Gong will save your personal data for up to 2 years in order to consider you for other, future potential job opportunities. We are happy to delete your data upon request. 

For a list of personal data categories, how Gong uses your personal data, and rights you have to your personal data, please visit Gong’s Job Candidates Privacy Notice, available at https://www.gong.io/gong-io-job-candidates-privacy-notice/

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Gong.io’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.