Senior Manager, Mid-Market Customer Success

Gong; United States; Remote; USD 186,000 - 210,000; Full time

Job summary

A leading tech company is looking for a Senior Manager, Mid-Market Customer Success. This role will focus on leading a team of CSMs to enhance customer engagement and grow business relationships. The ideal candidate will have significant experience in customer success and a strong ability to develop a high-performing team. This position offers competitive compensation and benefits.

Benefits

Medical, dental, and vision plans

Flexible wellness stipend

Mental health benefits

401(k) program

Education and learning stipend

Flexible vacation time

Paid parental leave

Company-wide recharge days

Work from home stipend

Qualifications

• 2+ years experience in building and managing high performing CSM teams in B2B SaaS.
• 6+ years of experience in a customer success role.
• Demonstrated ability leading a customer facing team.
• Experience driving multithreaded relationships with large, matrixed organizations.
• High energy leader with excellent collaboration skills.

Responsibilities

• Hire, coach, and develop the best CSM team in the industry.
• Lead a team of 6-8 Mid-Market CSMs in delivering exceptional customer value.
• Own your team's metrics and exceed them.
• Contribute to Gong’s culture of process improvement.
• Work closely with internal teams to align priorities.

Skills

Building and managing high performing CSM teams

Customer success role experience

Coaching and developing people

Leading customer-facing teams

Managing customer renewals and revenue targets

Aligning with customer executives

High business acumen

Driving multithreaded relationships

Excellent collaboration skills

Job description

Senior Manager, Mid-Market Customer Success

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.

We’re looking for a customer-centric, strategic, and experienced leader to manage part of our Mid-Market CSM team. Your leadership will have a direct impact on driving customer growth, developing the team, and delivering on our core goal to retain and grow customers.

Our CSMs are trusted 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 renewals and identify opportunities for growth.

RESPONSIBILITIES

• Hire, coach, and develop the best CSM team in the industry.
• Lead a team of 6-8 Mid-Market CSMs in delivering exceptional customer value, focused primarily on creating successful customers
• Own your team's metrics and drive the plan to exceed them, specifically renewal / GDR success, account growth, license utilization, risk mitigation, and business value delivery
• Partner with other CS leaders to build and refine processes, systems, and resources to make the teams, and our customers, successful
• Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent Customer Success organization
• Work closely with internal teams (Professional Services, Support, Sales, Product, Professional Services, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time

QUALIFICATIONS

• 2+ years experience in building and managing high performing CSM teams in B2B SaaS
• 6+ years of experience in a customer success role
• Passionate about developing people and coaching your team to meet their full potential
• Demonstrated ability leading a customer facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers
• Experience owning and managing customer renewals and revenue targets
• Track record of aligning with customer executives, driving value conversations and tight alignment with VP and C-suite stakeholders, particularly enablement, go to market, and revenue operations leaders
• High business acumen and understanding of the inner workings of revenue teams, and how operating rhythms operate successfully
• Experience driving multithreaded relationships with large, matrixed organizations
• High energy leader with excellent collaboration skills to drive forward cross-functional customer projects and processes with Sales, Professional Services, Product, Support, and Gong 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 $186,000 - $210,000 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.