Senior EMEA Enterprise Customer Success Manager at Gong.io

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

10+ years proven experience in customer facing customer success, account management, implementation or similar role in a B2B SaaS company
Strong ability to build relationships with C-level executives and key stakeholders
Excellent communication, negotiation, and presentation skills
Data-driven mindset with a focus on delivering measurable outcomes
Experience of MEDDICC a plus
Must be able to work from Dublin, Ireland with three days in the office

Responsibilities

Own overall customer relationships and increase engagement and adoption across your customer base, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy
Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by leading renewal conversations and strategy
Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your portfolio
Build raving fans by delivering exceptional customer experiences
Conduct regular customer reviews to align on goals and outcomes
Multi-thread relationships across the organisation to ensure broad and deep engagement and adoption
Be a trusted strategic advisor to senior revenue and revenue operations leaders, effectively uncovering and driving towards board-level business outcomes and strategically map those to Gong workflows

Skills

Key technologies and capabilities for this role

Customer SuccessClient RetentionUpsellCross-sellRenewalsStakeholder ManagementAdoption StrategiesEngagementMulti-threadingQuarterly Business ReviewsRevenue OperationsData Mining

Questions & Answers

Common questions about this position

What is the location requirement for this role?

You must be able to work from Dublin, Ireland with three days in the office.

What compensation and benefits does Gong offer?

Gong believes in offering competitive compensation and benefits tailored to the local region.

What experience and skills are required for this position?

Candidates need 10+ years proven experience in customer facing customer success, account management, implementation or similar role in a B2B SaaS company, strong ability to build relationships with C-level executives and key stakeholders, excellent communication, negotiation, and presentation skills, and a data-driven mindset with a focus on delivering measurable outcomes. Experience with MEDDICC is a plus.

What is the company culture like at Gong?

Gong values diversity as integral to its success and is an equal-opportunity employer that does not discriminate based on race, colour, religion, age, or any other basis protected by law.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 10+ years in B2B SaaS customer success or account management, excels at building C-level relationships, and demonstrates a data-driven approach with excellent communication and negotiation skills.

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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