Senior Manager, Customer Field Operations

Gong.io•Chicago, NY

About The Position

The Senior Manager, Customer Field Operations owns the strategic and operational engine behind our post-sale go-to-market motion. You'll define how our Revenue Architect teams operate at scale, then turn that strategy into the systems, processes, and metrics that drive to impact. This role is built for an operator who can manage two things at once: an executive-level strategy conversation and the tactical operations that back it up. You'll set direction, then drive it through a large, distributed organization until it sticks.

Requirements

Proven experience defining go-to-market strategy
Hands-on data analysis skills, including SQL and Python - you write the query yourself, you don't just ask someone else for it
Track record of driving initiatives to adoption across a large, complex organization
Demonstrated ability to translate high-level strategy into clear, executable plans
Strong executive communication and cross-functional influence
Experience owning customer value delivery, outcomes, or retention/expansion motions
6+ years in strategy, consulting, or revenue operations, including time leading teams or large-scale programs

Nice To Haves

Experience in high-growth B2B SaaS
Familiarity with a modern data stack (e.g., Snowflake) and workflow/BI tools (Retool, Workato, etc)
Experience operationalizing Customer Success, Professional Services, Support, or Renewals

Responsibilities

Define go-to-market strategy for the field.
Shape the operating strategy for our Revenue Architect function — incentives, coverage, segmentation, capacity, and motion design.
Bring a clear, defensible point of view on where the organization should go and why.
Translate strategy into execution. Take ambiguous, high-level direction and turn it into concrete roadmaps, owners, and milestones. Make the path from "here's the goal" to "here's exactly what we're doing Monday" obvious to everyone involved.
Drive initiatives across the organization. Lead cross-functional programs end to end — from design through adoption — across a large and complex org. Manage the change, not just the plan, so new processes and tools actually land and stay.
Own value delivery. Build the frameworks and instrumentation that measure and drive customer value realization, and connect customer outcomes to retention, expansion, and healthy ARR.
Run on data. Own the analytical foundation for Revenue Architects — dashboards, scoring models, and reporting. Get hands-on in SQL, Python, and other technical tools to interrogate customer, product-usage, and financial data directly, and turn what you find into decisions.
Build and run the operating cadence. Establish the reviews, forecasts, and health checks that keep customer teams accountable and leadership informed.