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Gong IX Mid-Market Senior CSM United States, Illinois, Chicago 9705213
21.09.2025
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RESPONSIBILITIES
- Be a trusted strategic advisor to senior revenue and revenue operations leaders, especially within our new Industry Expansion segment, to uncover business objectives and pains 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, 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.
- Partner with Account Executive counterparts 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.
- 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.
- Experience working with Financial Services or Healthcare customers, or work experience in those industries
- 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 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.
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