IX Mid-Market, Senior CSM

Gong.io; York (MN); Remote; USD 125,000 - 133,000; Full time

Job summary

A leading revenue growth platform is seeking a Customer Success Manager to support their new Industry Expansion team. You will engage with customers, manage relationships, ensure retention, and drive account growth. Ideal candidates have 3+ years in B2B enterprise SaaS or consulting, with a proven track record of working with senior leaders. This role offers competitive benefits, including personalized wellness stipends and flexible vacation policies.

Benefits

Medical, dental, and vision plans

Wellbeing Fund

Mental Health benefits

401(k) program

Education & learning stipend

Flexible vacation time

Paid parental leave

Company-wide recharge days

Work from home stipend

Qualifications

• 3+ years of relevant experience in B2B enterprise SaaS customer success or relevant consulting.
• Experience managing a book of business and meeting quarterly metrics.
• Experience in Financial Services or Healthcare sectors.

Responsibilities

• Act as a trusted advisor to revenue leaders, uncovering business objectives.
• Manage customer relationships within the Industry Expansion portfolio.
• Drive renewal processes and contribute to net growth metrics.

Skills

B2B enterprise SaaS customer success

Account management

Stakeholder management

Job description

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.

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.

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, 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.

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 $125,000-133,000 USD OTE (70/30 split).

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.