Strategic 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 a Customer Success Manager on our Strategic Accounts team, you will be responsible for working with some of Gong's largest customers. You'll work with a wide variety of businesses and develop a deep understanding of how their teams function, and the challenges they face, and help incorporate Gong into their daily lives to achieve long-term success.

Responsibilities

• Own satisfaction, retention and expansion of 4-6 strategic customers
• Partner with senior executives & stakeholders among Gong's largest customers to uncover business pain and facilitate the strategic mapping of Gong value
• Drive engagement & adoption of our product and foster enthusiastic, passionate customers
• Establish a trusted relationship with each client and drive continuous value of our products
• Proactively identify and lead team process improvements or change management

Qualifications

• 5+ years of relevant work experience working with large enterprises
• Proven track record of delivering high customer satisfaction that creates raving fans who become loyal customer advocates
• Experienced in value recognition motions, using discovery to uncover pain and define business objectives
• Excellent verbal and written communication skills - can communicate with executive stakeholders in an inspirational and convincing manner
• Previous B2B SaaS /enterprise software experience
• A strong plus is a candidate who has experience driving change management and adoption of new technologies within their customer's organization.

Perks and 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.