Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, TechnologyIndustries
Requirements
- 7+ years of relevant work experience
- Previous B2B SaaS and enterprise software experience
- Experience working with Financial Services customers, or working in the Financial Services industry
- Account management experience a plus
- Ability to independently analyze and leverage data to make a persuasive argument or generate a compelling customer value / customer ROI narrative
- Demonstrated ability to provide prescriptive project plans, and paths for successful onboarding, support, and change management to customers to deliver high customer satisfaction, advocacy, and loyalty
- Excellent verbal and written communication skills
- Passionate about providing an exceptional customer experience
Responsibilities
- Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within our new Industry Expansion segment, effectively uncovering and driving towards board-level business outcomes and strategically mapping those to Gong workflows and subsequent value
- Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining data to effectively measure 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 (Annual Recurring Revenue), and deliver a positive customer experience
- Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals, contributing directly to the IX team's targets for GDR and NDR
- Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your IX portfolio
- Partner with Gong’s Professional Services organization to ensure customers within the IX segment onboard successfully and achieve the fastest path to value against their desired outcomes
- 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
- Contribute to Gong’s environment and culture of “builders” versus “scalers,” proactively identifying and leading team process improvements and helping us build a world-class CSM team, contributing to the foundational strategies and scalable programs for the Industry Expansion team
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What are the main responsibilities of this Customer Success Manager role?
The role involves being a trusted strategic advisor to senior revenue leaders, owning customer relationships in the IX portfolio, managing end-to-end renewals, driving metrics like gross dollar retention and expansion, achieving upsell targets, partnering with Professional Services for onboarding, and collaborating with cross-functional teams.
What is the team structure for this position?
This role is a foundational member of the new Industry Expansion (IX) team, described as a 'startup within a startup,' focused on building strategy for emerging industries and shaping the customer journey.
Is this position remote or does it require office work?
This information is not specified in the job description.
What compensation or benefits are offered for this role?
This information is not specified in the job description.
What makes a strong candidate for this CSM role in the IX team?
Strong candidates will have experience as strategic advisors to revenue leaders, skills in driving customer adoption and renewals, ability to achieve retention and expansion metrics, and comfort collaborating cross-functionally in a startup-like environment building new industry strategies.
Gong.io
Revenue intelligence platform for customer interactions
About Gong.io
Gong provides a platform focused on revenue intelligence, which helps businesses capture and analyze customer interactions. The platform uses artificial intelligence to integrate various customer communications into one system, allowing companies to gain insights that inform their decision-making and enhance revenue growth. Gong caters to a wide array of clients, including sales, marketing, and customer success teams across different industries. Its subscription-based model allows organizations to pay for access to the platform, with pricing tiers based on user count and desired features. The main goal of Gong is to support businesses in optimizing their go-to-market strategies by delivering actionable insights derived from customer data.
San Francisco, CaliforniaHeadquarters
2015Year Founded
$570.1MTotal Funding
SERIES_ECompany Stage
Enterprise Software, AI & Machine LearningIndustries
1,001-5,000Employees
Benefits
Mental health support resources
Weekly wellness events
Work from home stipend
Generous vacation days
Quarterly recharge company shutdowns
Parental leave
Employee equity
Retirement savings & financial coaches
Commuter & parking benefits
Training & learning programs
Monthly lunch & learns
Mentor & buddy programs
Risks
Increased competition from Highspot and Seismic may pressure Gong's market share.
Rapid market growth could attract new entrants, impacting Gong's growth trajectory.
Challenges in measuring AI success may affect customer retention and acquisition.
Differentiation
Gong's platform integrates all customer interactions into a single system for better insights.
The company uses proprietary AI to analyze customer interactions, enhancing decision-making.
Gong's subscription model offers tiered access based on user numbers and functionality.
Upsides
Gong's integration with ChurnZero enhances customer success management with AI-driven insights.
The company's inclusion in Forbes Cloud 100 highlights its market leadership and innovation.
Gong's 'Ask Anything' solution boosts win rates by 26%, enhancing revenue team efficiency.
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