IX Enterprise CSM (Healthcare) at Gong.io

San Francisco, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

YesVisa

SaaS, SoftwareIndustries

Requirements

Candidates should have 7+ years of relevant work experience, including previous B2B SaaS and enterprise software experience. Prior experience working with Healthcare customers or within the Healthcare industry is essential. Account management experience is a plus. The ideal candidate must be able to independently analyze and leverage data to create compelling customer value narratives and provide prescriptive project plans for successful onboarding, support, and change management, demonstrating excellent verbal and written communication skills and a passion for exceptional customer experience.

Responsibilities

The IX Enterprise CSM will act as a trusted strategic advisor to senior revenue and operations leaders in the Healthcare sector, driving board-level business outcomes and mapping them to Gong workflows. They will own customer relationships, driving engagement, adoption, value measurement, risk mitigation, and advocacy. Responsibilities include managing the end-to-end renewal process to maximize ARR, achieving gross dollar retention, upsell, and multi-year renewal targets, and partnering with Account Executives to source growth opportunities. The CSM will also collaborate with Professional Services for successful onboarding and value realization, work cross-functionally with internal teams to refine the customer experience, and contribute to building foundational strategies and scalable programs for the Industry Expansion team.

Skills

Customer Success

Strategic Consulting

Business Transformation

Account Growth

Risk Mitigation

Data Analysis

Automation

Content Strategy

Self-Service Strategies

Net Dollar Retention (NDR)

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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