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Gong Manager Enterprise Customer Success United States, California, San Francisco 332589928
18.08.2024
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RESPONSIBILITIES
- Hire, coach, and develop the best Enterprise CSM team in the industry. Your team’s success and achievements of targets is your top priority.
- Lead a team of 6-8 Enterprise CSMs in delivering exceptional customer value, focused primarily on creating successful customers
- Own your team's metrics and drive the plan to exceed them, specifically renewal / GDR success, account growth, license utilization, risk mitigation, and business value delivery
- Quarterly metrics and targets are tied directly to achievement of gross dollar retention, upsell, and multi-year renewals.
- Partner with other CS leaders to build and refine processes, systems, and resources to make the teams, and our customers, successful
- Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent customer success organization
- Work closely with internal teams (Professional Services, Support, Sales, Product, Professional Services, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time
- 3+ years experience in building and managing high performing CSM teams in B2B enterprise SaaS
- 8+ years of experience in customer facing roles
- Passionate about developing people and coaching your team to meet their full potential
- Demonstrated ability leading a customer facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers
- Experience owning and managing customer renewals and revenue targets
- Track record of aligning with customer executives, driving value conversations and tight alignment with VP and C-suite stakeholders, particularly enablement, go to market, and revenue operations leaders
- High business acumen and understanding of the inner workings of revenue teams, and how operating rhythms operate successfully
- Experience driving multithreaded relationships with large, matrixed organizations
- High energy leader with excellent collaboration skills to drive forward cross-functional customer projects and processes with Sales, Professional Services, Product, Support, and Gong executives
- Track record of not only operating, but succeeding in a fast-paced, high-growth environment
- Our top performers have a growth mindset and pride themselves in being coachable. We are a team that values collaboration and winning together, 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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