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 (#14), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

As our Director of Scale CS, we're looking for a creative, customer-centric, and experienced leader to drive the growth and support of Gong's VSB customer base. Gong's business is growing rapidly resulting in adding a high volume of new customers. We expect you to have prior experience creating processes that scale, defining clear success metrics, and hiring and developing a team to meet the ever-changing needs of the Scale business. Your leadership will have a direct impact on the growth and maturity of the segment, the development of your team, and Gong's operating principle of 'create raving fans'. This position reports into our VP Corporate Customer Success.

RESPONSIBILITIES

Define and execute on a model to deliver an exceptional customer experience serving Gong's VSB customers.
Inform our strategy to ensure positive business outcomes through value realization, customer sentiment, and retention at scale.
Continue to hire, coach, and develop the best Scale CSM team in the industry.
Build a creative and innovative culture, with a passion for providing an exceptional customer experience
Partner with other CS and cross-functional leaders to further refine structure, systems, and resources to successfully support our thousands of SMB customers & create raving fans!
Own your team's metrics and drive the plan to attain and exceed them
Work closely with internal teams (Support, Marketing, Sales, Product, Professional Services, Education) to align priorities, collaborate on customer needs and opportunities, and deliver early to increase value over time

QUALIFICATIONS

Experience building and managing high performing CSM and operational teams within a fast paced, hyper-growth B2B environment
You've led a SMB or volume CSM organization with a pooled, scaled, digital focus and motion
5+ years of experience leading teams sized up to 15+ CSMs
3+ years of experience managing managers
Experience with revenue management of $30m+
Experience partnering with CS Ops and working closely with CS automation and tooling
Strong people management, coaching, and development experience (for ICs and managers)
High level of business acumen and understanding of how revenue leaders work and think (experience with Gong preferred!)
Passionate about providing an exceptional customer experience
A self-driven, high energy leader with excellent cross functional collaboration skills; creative, resourceful, detail-oriented, and well-organized

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
A 401k program to help you invest in your future.
Education & learning stipends for personal growth and development.
Flexible vacation time to promote a healthy work-life blend
Parental leave to support you and your family
Company-wide recharge days every quarter

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.

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Summary
Company name: Gong
Remote job title: Director of Customer Success
Job tags: Customer Satisfaction, B2B, Cross-functional Team Leadership