Mid-Market Customer Success Manager (CSM) - Remote

Overview

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.

In Short

• Be a trusted strategic advisor to senior revenue and revenue operations leaders.
• Drive customer engagement and product adoption.
• Deliver meaningful business outcomes and mitigate risk.
• Manage overall customer relationships and create customer advocacy.
• Partner with Implementation and Account Executive teams for successful onboarding and growth.
• Proactively identify process improvements within the CSM team.
• Accountable for quarterly metrics related to retention and growth.
• Work with cross-functional internal partners.
• Self-starter in high-paced environments.
• Passionate about driving customer centricity.

Requirements

• 3+ years of B2B enterprise SaaS customer success or consulting experience.
• Experience managing a book of business and achieving quarterly metrics.
• Success in leading tool deployment and driving adoption.
• Renewal management experience across 30+ customers annually.
• Track record of owning relationships with senior stakeholders.
• Passion for collaboration with internal stakeholders.
• Growth mindset and coachable attitude.
• Ability to thrive in change and ambiguity.
• Strong communication and relationship-building skills.
• Team-oriented with a focus on success together.

Benefits

• Variety of medical, dental, and vision plans.
• Flexible wellness stipend.
• Mental health benefits including therapy and coaching.
• 401(k) program for future investment.
• Education and learning stipend for personal growth.
• Flexible vacation time for work-life balance.
• Paid parental leave.
• Quarterly company-wide recharge days.
• Work from home stipend.