OverviewWe’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.ResponsibilitiesHire, 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.Qualifications2+ years proven success in building and managing high-performing CSM teams in B2B SaaS7+ years of experience in a customer success or account management roleExperience owning and managing quarterly team revenue metrics and a track record of exceeding targetsDemonstrated ability leading a customer-facing team — prioritising and managing a book of business, driving best-practice operations, and delivering deep strategic valueAbility to align with customer executives and drive value conversations with VP and C-suite stakeholders, particularly in enablement, go-to-market, and revenue operationsHigh business acumen and understanding of revenue team dynamics and operating rhythmsExperience driving multithreaded relationships with large, matrixed organisationsExperience with Gong is preferredYou AreA high-energy leader with excellent collaboration skills to drive customer centricity by leveraging internal stakeholdersPassionate about developing people and coaching your team to meet their full potentialValues collaboration, winning together, and challenging conventional wisdomThrives in a fast-paced, high-growth environmentApplyIndicates a required field. Currently accepting applications where applicable.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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