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IX Enterprise CSM (Financial Services)

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, effectively uncovering and driving towards board-level business outcomes and strategically mapping those to Gong workflows and subsequent value.
  • Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining data to effectively measure 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 tied directly to achievement of gross dollar retention, upsell, and multi-year renewals, contributing directly 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 the value of your IX portfolio.
  • Partner with Gong’s Professional Services organization to ensure customers within the IX segment onboard successfully and achieve the fastest path to value against their desired outcomes.
  • 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.
  • Contribute to Gong’s environment and culture of “builders” versus “scalers,” proactively identifying and leading team process improvements and helping us build a world-class CSM team, contributing to the 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 Financial Services customers, or working in the Financial Services industry
  • 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 $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, 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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