Mid-Market CSM

Job Description

Gong is seeking a Mid-Market Customer Success Manager (CSM) to empower revenue teams by improving productivity, increasing predictability, and driving revenue growth. The CSM will serve as a trusted strategic advisor to revenue and operational leaders, driving strategic plans and business transformation while delivering measurable business impact.Responsibilities:

• Be a trusted strategic advisor to senior revenue and revenue operations leaders.
• Own overall customer relationships and drive engagement and adoption.
• Drive quarterly metrics around portfolio net growth, gross dollar retention, and multi-year renewals.
• Partner with the Implementation team to ensure successful customer onboarding.
• Partner with Account Executive counterparts to secure retention and growth.
• Proactively identify and lead team process improvements.

Qualifications:

• 3+ years of relevant B2B enterprise SaaS customer success or consulting experience.
• Experience prioritizing and managing a book of business and being accountable for quarterly metrics.
• Demonstrated success leading centralized tool deployment and driving adoption, growth, and retention.
• Renewal management experience across 30+ customers annually.
• Track record owning relationships with senior stakeholders.
• Passion for driving customer centricity.

Perks & Benefits:

• Medical, dental, and vision plans.
• Wellbeing Fund.
• Mental Health benefits.
• 401(k) program.
• Education & learning stipend.
• Flexible vacation time.
• Paid parental leave.
• Company-wide recharge days.
• Work from home stipend.