Ix Commercial Senior Csm jobs at Gong in United States, San Francisco

• 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.

• 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.
• Creative, resourceful, detail-oriented, and well-organized.
• A strong team player and resourceful individual who thrives in a fast-paced, high-growth startup environment.
• Someone who flourishes when given responsibility and a sense of ownership, often with limited direction.
• Track record of completing complex projects when the path to success may be unclear and / or requires clarity and focus.
• Proven ability to lead, challenge, and persuade Fortune 100 customers and executive stakeholders.
• Comfortable giving and receiving feedback.

• 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.

• Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within our new Industry Expansion segment, to uncover business outcomes and strategically map those to Gong value.
• Own overall customer relationships within your IX portfolio, driving engagement and adoption, mining and measuring 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 around portfolio net growth, gross dollar retention (GDR), and multi-year renewals, contributing directly to the IX team's targets for GDR and NDR.
• Partner with our Implementation team to ensure customers within the IX segment onboard successfully and achieve quick time-to-value against their desired outcomes.
• Collaborate closely with Account Executives to secure retention and growth of your IX portfolio through upsell and cross-sell motions.
• 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.
• Proactively identify and lead team process improvements and help us build a world-class CSM team, contributing to the foundational strategies and scalable programs for the Industry Expansion team.

• 2+ years of relevant work, specifically B2B enterprise SaaS customer success OR consulting experience.
• Experience working with Financial Services or Healthcare customers, or work experience in those industries
• 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.
• Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations.
• Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing, and executives.
• Our CSMs are self-starters who excel in high-paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves on being coachable. We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom. If that’s you too, we want to hear from you!

• 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.

• Sales Strategy & Revenue Growth
  • Own the full sales cycle for professional services opportunities globally - discovery, solution scoping, proposal development, and closing.
  • Partner with account executives, customer success managers, and delivery leaders to identify, position, and sell implementation and post–go-live service offerings.
  • Achieve and exceed services bookings targets revenue, margin, and attach rate targets.
  • Maintain an active pipeline of opportunities and accurate forecasting in SFDC.
• Consultative Solution Selling
  • Lead client discovery sessions to understand business objectives, technical environments, and desired outcomes.
  • Collaborate with Solution Architects and delivery leaders to scope services, develop Statements of Work (SOWs), and create value-based proposals.
  • Educate customers on the value of post–go-live optimization services, managed services, and adoption programs.
• Team Leadership & Enablement
  • Lead a team of pre-sales Solution Architects globally and hire as growth demands.
  • Mentor and enable account executives and customer success teams to identify and position professional services opportunities early in the sales cycle.
  • Develop and evolve tools, playbooks, and case studies that help internal teams articulate the business value of services.
• Cross-Functional Collaboration
  • Work closely with product, marketing, and delivery teams to ensure alignment on service offerings, pricing, and delivery capacity.
  • Provide feedback to service delivery leadership on market demand, competitive trends, and customer needs to shape future offerings.
• Offering Development
  • Lead development of new services offerings, to include new SOWs and estimating model(s)
• Customer Advocacy
  • Build trusted advisor relationships with senior customer stakeholders.
  • Serve as the primary services sales contact for strategic accounts, ensuring a smooth handoff to delivery teams post–sale.

• 8+ years of experience in professional services sales, preferably in a SaaS or enterprise software environment.
• 5+ years of people management experience, leading senior technical ICs.
• Proven background with hands-on field delivery within enterprise software
• Proven track record of meeting or exceeding services bookings and margin targets.
• Deep understanding of enterprise software implementation lifecycles and post–go-live value services (adoption, optimization, managed services).
• Experience creating and negotiating complex SOWs for large enterprise clients.
• Exceptional consultative selling, presentation, writing, and communication skills.
• Strong business acumen with the ability to connect service offerings to customer business outcomes.
• Proficiency in CRM systems (Salesforce preferred) and sales forecasting.
• Understanding and experience in sales strategy.
• Bachelor’s degree required; MBA or equivalent a plus.
• Willingness to travel

• Services bookings & margin attainment.
• Attach rate of services to new software sales.
• Customer adoption and expansion metrics linked to services sold.
• Model accuracy
• Proposal win rate.

• 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.

Reporting directly to the Director of Technical Accounting & Reporting this role is responsible for ensuring compliance with ASC 606 (Revenue from Contracts with Customers) across the Company. As the Senior Manager, Technical Revenue Accounting, you will focus on impactful, complex, revenue-recognition projects that enhance our accounting and reporting capabilities. You will oversee revenue recognition policies, manage complex accounting issues, and provide strategic guidance to ensure accurate financial reporting, including system recommendations to operationalize new contractual relationships or products. This role must possess a strong knowledge of current US GAAP and technical accounting pronouncements and must possess strong analytical skills.

• Perform and assist in monthly revenue cycle controls including contract reviews, deal support, and collaboration with key stakeholders on seamlessly executing the close process
• Responsible for the preparation of technical memos on complex contractual arrangements and revenue-related technical accounting matters.
• Responsible for compliance with ASC 606 requirements, including development and management of SSP analyses
• Design and implement systems and processes to automate revenue recognition in alignment with revenue recognition policies and objectives
• Assist in preparation of financial statement disclosures
• Manage interactions with external auditors for revenue accounting
• Assist training and educating the business on impacts of ASC 606 on revenue recognition, including supporting forecasting
• Assist in the creation of effective internal controls for revenue recognition
• Work with cross-functional teams including Revenue Operations, IT Business Applications, Billing & Collections, FP&A, and Legal

• 10+ years of combined experience in public accounting, including experience auditing publicly traded global corporations and corporate experience at global, publicly traded growth companies in technical accounting/reporting roles
• Managerial non-audit experience & working with remote teams is required
• Deep understanding of ASC 606 revenue recognition principles and standards & experience applying revenue recognition principles in complex SaaS or technology arrangements
• Experience in implementing software tools such as NetSuite ARM for revenue recognition automation
• Advanced Analytical Skills
• A proven ability to communicate effectively with all levels of the organization and to build strong working relationships
• Demonstrable leadership ability and experience building and working with high performing teams

• Experience with financial systems including NetSuite, Saleforce, Floqast and others

• 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.

Deal Structuring & Execution

• Partner with the sales team, with a focus on Enterprise, to structure complex deals, ensuring alignment with business objectives and compliance policies.
• Review and craft contract terms, pricing structures, and deal approvals, ensuring consistency and accuracy.
• Collaborate closely with Legal, Finance, and Revenue Operations to optimize quoting & deal processes.
• Act as a key advisor to sales on pricing strategies, discounting, and approval workflows.

Process Optimization & Playbook Creation

• Develop and implement standardized playbooks for deal structuring, approvals, and contract negotiations.
• Identify bottlenecks in the deal process and drive continuous improvement initiatives.
• Ensure and develop clear documentation of deal desk processes, policies, and best practices.

Systems & Tools Enhancement

• Optimize and enhance CPQ (DealHub) and SFDC tools to improve deal velocity and scalability.
• Work closely with RevOps and IT teams to automate manual processes and improve reporting.
• Develop dashboards and analytics to provide visibility into deal trends and efficiency gains.

Cross-Functional Collaboration & Enablement

• Train and enable the sales teams on deal structuring best practices, contract terms, and approval workflows.
• Act as a trusted advisor, thought partner, and escalation point for deal-related challenges.
• Support leadership with strategic insights into deal performance and revenue impact.
• Partner with AR, Revenue Operations, Legal, and sales to streamline QTC end to end processes and systems.

• 7+ years of experience in Deal Desk, Revenue Operations, or Revenue Strategy, with a focus on enterprise sales.
• Strong understanding of contract structuring, playbook creation, and approval processes.
• Hands-on experience with CPQ, CRM (SFDC preferred), Excel Modeling, and contract management tools.
• Proven track record of creating scalable processes and playbooks in a high-growth environment.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work cross-functionally with Sales, Legal, Finance, and System Operations teams.
• Strong analytical skills with the ability to derive insights from deal data.

• 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.

• Work alongside Sales and Customer Success as the ultimate product expert and account team technical advisor.
• Thoroughly understand all aspects of the Gong platform in order to explain and demo the technology to all types of users.
• Be the trusted advisor to both prospects and customers to ensure they get the correct business outcome and value from our Gong technology.
• Assist prospects and customers with Business Assessments (POCs, Pilots).
• Execute the build and delivery of outcome-based demos and solution architecture diagrams for customers that have highly complex use cases.
• Craft content to show customers how to leverage Gong for specific use cases.
• Solution complex business and technical requirements and explain them in simple terms.
• Assist with RFPs and questionnaires in the context of sales cycles.
• Help eliminate bottlenecks by working cross-functionally (Sales, Customer Success, Support, Services, Product Management, Engineering) in order to get deals across the line.
• Partner with and support Marketing on demand gen activities (webinars, conferences, events).
• Contribute reusable assets to the Sales Engineering team and the company at-large.
• Collaborate closely with Product Marketing, Product Management, and Engineering to share voice of the customer feedback in order to influence our product roadmap and GTM strategies.

• 4-6 years of customer facing experience in a sales engineering role (pre-sales) or a combination of sales engineering and other relevant work experience.
• A passion for serving the customer, which has played out in customer-facing pre-sales/sales roles; ideally sales engineering.
• Experience with sales technology: CRMs, cloud architecture, or telephony / web conference systems.
• Experience with data flows, AI & ML concepts, analytics, APIs / webhooks, or JSON.
• Understanding of security and privacy pertaining to SaaS systems.
• Understanding of essential sales workflows, including Forecasting and Prospecting.
• Knowledge of go-to-market (GTM) sales team personas.
• Excellent verbal and written communication skills.
• Strong interpersonal and teamwork skills.
• Passion for technology and problem solving.

• 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.

We’re looking for an experienced Enablement Manager to design, build, and deliver programs that elevate our Go-to-Market (GTM) leaders. You’ll partner closely with Sales, CS, and People leadership to ensure our frontline managers and aspiring leaders are equipped with the tools, playbooks, frameworks, and mindset needed to lead high-performing teams.

This role is responsible for both onboarding new GTM leaders and supporting continuous enablement through structured learning, shared best practices, and aligned leadership competencies. This role will report to the VP, GTM Enablement.

• Design and deliver a best-in-class onboarding experience for new GTM leaders (Sales, CS, Services), ensuring fast ramp-up and alignment to GTM strategy and operating rhythm.
• Build repeatable onboarding frameworks and toolkits that accelerate time-to-productivity for new leaders
• Develop and maintain a curriculum of functional leadership training focused on situational leadership, coaching, core GTM leadership capabilities, and operating rhythm.
• Facilitate forums for GTM leaders to share and adopt best practices across teams.
• Define and reinforce a consistent manager operating rhythm: forecast reviews, 1:1s, team meetings, pipeline reviews, deal strategy sessions, etc.
• Collaborate with RevOps to ensure MOR aligns with business processes and systems.
• Gong’s Revenue Intelligence solution is geared to driving efficiency for revenue leaders. Build training and resources to enable GTM leaders to leverage Gong effectively for all elements of our Customer Journey.
• Partner with members of the revenue operations team to continuously improve our usage and adoption of Gong across our leaders.
• Work with the People team and senior revenue leaders to define GTM-specific leadership competencies that align with the Gong career framework.
• Build and facilitate a training curriculum focused on developing GTM-specific competencies across the GTM leadership team.

• 8-10+ years experience in revenue leadership and/or enablement with a focus on leadership enablement
• Experience supporting GTM teams (Sales, CS) in high-growth SaaS or tech environments
• Exceptional facilitation, communication, and coaching skills
• Strong program management skills and ability to build from 0→1
• Proficiency with enablement tools (e.g., Gong, Enablement Platforms, LMS platforms, etc.)
• Strategic thinker with a passion for enabling highly productive sales leaders

• 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.