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Gong IX Enterprise CSM Healthcare United States, Texas, Austin 433567225
21.09.2025
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.
- 7+ years of relevant work experience.
- Previous B2B SaaS and enterprise software experience.
- Experience working with Healthcare customers, or working in the Healthcare 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.
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