Overview
We’re looking for a customer-centric, strategic, and experienced leader to manage part of our Mid-Market CSM team. This position reports to the Director of EMEA Customer Success and aims to retain and grow customers while developing the team.
Responsibilities
* Hire, coach, and develop the CSM team. Focus on personal growth, success, and achieving targets.
* Lead a team of CSMs in delivering exceptional customer value and creating successful customers.
* Own the team’s metrics and drive plans to exceed them, specifically renewal/GDR success, account growth, license utilization, risk mitigation, and business value delivery.
* Partner with other CS leaders to build and refine processes, systems, and resources to make the teams and our customers successful.
* Contribute to Gong’s environment and culture and provide suggestions for process improvements to evolve the Customer Success organization.
* Collaborate with internal teams (Customer Education, Support, Marketing, Sales, Product, Professional Services) to align priorities, address customer needs, and deliver increasing value over time.
Qualifications
* 2+ years proven success in building and managing high-performing CSM teams in B2B SaaS
* 7+ years of experience in a customer success or account management role
* Experience owning and managing quarterly team revenue metrics and a track record of exceeding targets
* Demonstrated ability leading a customer-facing team — prioritising and managing a book of business, driving best-practice operations, and delivering deep strategic value
* Ability to align with customer executives and drive value conversations with VP and C-suite stakeholders, particularly in enablement, go-to-market, and revenue operations
* High business acumen and understanding of revenue team dynamics and operating rhythms
* Experience driving multithreaded relationships with large, matrixed organisations
* Experience with Gong is preferred
You Are
* A high-energy leader with excellent collaboration skills to drive customer centricity by leveraging internal stakeholders
* Passionate about developing people and coaching your team to meet their full potential
* Values collaboration, winning together, and challenging conventional wisdom
* Thrives in a fast-paced, high-growth environment
Apply
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Gong is an equal employment opportunity employer. We do not discriminate on the basis of protected characteristics.
Data privacy: Gong collects and uses your personal data to evaluate your application. We will delete your data upon request.
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