Senior Manager, Customer Field Operations

Gongio; Chicago (IL); On-site; USD 138,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Wellbeing stipend

Mental Health benefits

401(k) program

Education & learning stipend

Flexible vacation

Parental leave

Company recharge days

Work from home stipend

Job summary

Gong seeks a Senior Manager, Customer Field Operations to shape the field’s GTM strategy and drive scalable execution across a distributed organization.

You will own the analytics foundation, build dashboards, and translate strategic goals into concrete roadmaps, milestones, and accountable owners. This role demands executive communication and broad cross-functional influence.

Qualifications

• Proven experience defining go-to-market strategy for a field org.
• Hands-on data analysis skills; you write SQL/Python queries yourself.
• Track record driving initiatives to adoption across a large org.
• Translate high-level strategy into clear, executable plans.
• Strong executive communication and cross-functional influence.
• Experience owning customer value delivery, outcomes, or retention/expansion motions.

Responsibilities

• Define go-to-market strategy for the field.
• Translate strategy into execution with roadmaps, owners and milestones.
• Drive cross-functional programs end-to-end from design to adoption.
• Own value delivery frameworks and metrics for customer outcomes.
• Run the analytical foundation with dashboards and reporting; work with SQL, Python.
• Build and run the operating cadence with reviews, forecasts, and health checks.

Skills

Go-to-market strategy

Data analysis (SQL, Python)

Executive communication

Cross-functional influence

Strategy translation to execution

Value delivery & retention

Tools

Snowflake

Retool

Workato

Job description

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

The Senior Manager, Customer Field Operations owns the strategic and operational engine behind our post-sale go-to-market motion. You'll define how our Revenue Architect teams operate at scale, then turn that strategy into the systems, processes, and metrics that drive to impact.

This role is built for an operator who can manage two things at once: an executive-level strategy conversation and the tactical operations that back it up. You'll set direction, then drive it through a large, distributed organization until it sticks.

RESPONSIBILITIES

• Define go-to-market strategy for the field. Shape the operating strategy for our Revenue Architect function — incentives, coverage, segmentation, capacity, and motion design. Bring a clear, defensible point of view on where the organization should go and why.
• Translate strategy into execution. Take ambiguous, high-level direction and turn it into concrete roadmaps, owners, and milestones. Make the path from "here's the goal" to "here's exactly what we're doing Monday" obvious to everyone involved.
• Drive initiatives across the organization. Lead cross-functional programs end to end — from design through adoption — across a large and complex org. Manage the change, not just the plan, so new processes and tools actually land and stay.
• Own value delivery. Build the frameworks and instrumentation that measure and drive customer value realization, and connect customer outcomes to retention, expansion, and healthy ARR.
• Run on data. Own the analytical foundation for Revenue Architects — dashboards, scoring models, and reporting. Get hands-on in SQL, Python, and other technical tools to interrogate customer, product-usage, and financial data directly, and turn what you find into decisions.
• Build and run the operating cadence. Establish the reviews, forecasts, and health checks that keep customer teams accountable and leadership informed.

QUALIFICATIONS

MUST HAVE

• Proven experience defining go-to-market strategy
• Hands-on data analysis skills, including SQL and Python - you write the query yourself, you don't just ask someone else for it
• Track record of driving initiatives to adoption across a large, complex organization
• Demonstrated ability to translate high-level strategy into clear, executable plans
• Strong executive communication and cross-functional influence
• Experience owning customer value delivery, outcomes, or retention/expansion motions
• 6+ years in strategy, consulting, or revenue operations, including time leading teams or large-scale programs

NICE TO HAVE

• Experience in high-growth B2B SaaS
• Familiarity with a modern data stack (e.g., Snowflake) and workflow/BI tools (Retool, Workato, etc)
• Experience operationalizing Customer Success, Professional Services, Support, or Renewals

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 $138,000 - $210,000 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.

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.