Commercial Customer Success Manager

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform? empowers customer-facing teams to take advantage of their most valuable assets - customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#28), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

As our Customer Success Manager, Commercial (Scale), you'll play a key role in making sure our customers succeed, incorporate Gong into their daily lives, and become raving fans. This position reports to our Manager, Customer Success (Scale).

Responsibilities

• Successfully support our SMB customers at scale -- Create Raving Fans!
• Contribute to the design of automated programs to provide deeper value to customers via 1:many delivery models
• Uncover opportunities to improve our team's processes and efficiency, while continuing to provide a stellar customer experience
• Partner with customers' senior executives to uncover business pain and strategically map Gong's value
• Drive engagement & adoption and foster enthusiastic, passionate customers
• Own customer satisfaction, retention, and expansion
• Establish a trusted relationship with each client and drive continuous value of our products

Qualifications

• 2+ years of relevant work experience, preferably in a Scale CSM role managing 200+ accounts
• Proven track record of onboarding and supporting customers to deliver high customer satisfaction, advocacy, and loyalty
• Excellent verbal and written communication skills
• Previous B2B SaaS and enterprise software experience
• Passionate about providing an exceptional customer experience
• Creative, resourceful, detail-oriented, and well-organized
• A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment
• Someone who flourishes when given responsibility and a sense of ownership

Perks & benefits

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family's needs.
• For most plans, Gong pays 100% of the premiums for employees and 50% of premiums for dependents.
• 401K 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

Gong is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.