Enterprise CSM

Gong.io•Chicago, NY

11d

About The Position

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. Our CSMs are trusted strategic advisors to revenue and operational leaders. They drive strategic plans and business transformation while delivering measurable business impact. As a CSM at Gong, you will be expected to 1) drive customer engagement and product adoption, 2) deliver meaningful business outcomes, 3) mitigate risk, and 4) drive account growth. CSMs are measured on quarterly metrics related to gross dollar retention, expansion, and driving multi-year renewals.

Requirements

7+ years of relevant work experience
Previous B2B SaaS and enterprise software experience
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

Responsibilities

Be a trusted strategic advisor to senior revenue and revenue operations leaders, effectively to uncovering and driving towards board-level business outcomes and strategically map those to Gong workflows and subsequent value
Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy.
Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by driving renewal strategy and conversations
Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your portfolio
Partner with Gong’s Professional Services organization to ensure customers onboard successfully and achieve the fastest path to value against their desired outcomes
Work successfully with a wide variety of cross-functional internal partners
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

Benefits

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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