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Senior Mid-Market Customer Success Manager



Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Tuesday, July 9, 2024

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

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

  • Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business objectives and pains 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 customer advocacy.
  • 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 Executive counterparts to secure retention and growth of your portfolio
  • 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
  • 4+ 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
  • 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 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
  • 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 $133,000 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 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 for more details.