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Gong Mid Market Customer Success Manager United States, California, San Francisco 269141216
09.07.2024
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RESPONSIBILITIES
- Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business objectives and pains and strategically map those to Gong value
- Own overall customer relationships and drive engagement and adoption, mine and measure value, unearth and mitigate risk, and create customer advocacy.
- Drive quarterly metrics around portfolio net growth, gross dollar retention, and multi-year renewals
- Partner with our Implementation team to ensure customers onboard successfully and achieve quick time-to-value against their desired outcomes
- Partner with Account Executive counterparts to secure retention and growth of your portfolio
- Work successfully with a wide variety of cross-functional internal partners
- Proactively identify and lead team process improvements and help us build a world-class CSM team!
- 3+ years of relevant work, specifically 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, MEDPICCC experience preferred
- 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 in 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.
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