Customer Success Manager, Mid Market

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 self-starters who excel in high paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves in 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!

Some international travel will be required.

RESPONSIBILITIES 

• Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business outcomes and strategically map those to Gong value
• Own overall customer relationships and drive engagement and adoption, mine and measure value, unearth and mitigate risk, and create raving fans. 
• Drive quarterly metrics around portfolio net growth, gross dollar retention, and multi-year renewals
• Partner with our Implementation team to ensure customers onboard successfully and achieve quick time-to-value against their desired outcomes 
• Partner with Account Executives to secure retention and growth of your portfolio through upsell and cross-sell motions.
• Work successfully with a wide variety of cross-functional internal partners
• Proactively identify and lead team process improvements and help us build a world-class CSM team!

QUALIFICATIONS 

• 3+ years of relevant work, specifically in B2B SaaS in a Customer Success, Account Management or Account Executive role
• Experience prioritising and managing a book of business and being accountable for quarterly metrics
• Demonstrated background in developing and managing relationships and renewing contracts.
• Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations

YOU ARE

• Passionate about providing an exceptional customer experience
• Creative, resourceful, detail-oriented, and well-organised
• A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment
• Someone who flourishes when given responsibility and a sense of ownership.

YOU’LL GET TO

• Proactively own and manage the success of a portfolio of accounts, serving as the main point of contact
• Develop individual success plans for your customers ensuring adoption, retention and expansion across your book
• Lead all QBR activity within your book. Some international travel will be required
• Challenge yourself and take your career to the next level.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by 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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