Overview
Manager, EMEA Customer Success role at Gong.
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.
Our CSMs are trusted advisors to revenue and operational leaders, driving strategic plans, business transformation, and measurable business impact.
CSMs are expected to drive engagement, product adoption, meaningful business outcomes, risk mitigation, renewals, and identify growth opportunities.
Responsibilities
Hire, coach, and develop the CSM team; prioritize personal growth, achievement of targets, and team success.
Lead a team of CSMs in delivering exceptional customer value, focused on creating successful customers.
Own the team's metrics and drive plans to exceed them, including 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 ensure team and customer success.
Contribute to Gong's culture and continuously suggest 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 opportunities, 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 customer success or account management.
Experience owning and managing quarterly team revenue metrics with a strong track record of exceeding targets.
Experience managing customer escalations.
Demonstrated ability leading a customer-facing team, prioritizing and managing a book of business, and driving best-practice operations with deep strategic value for customers.
Experience aligning with customer executives and driving value conversations with VP/C-suite stakeholders, including enablement, GTM, and revenue operations leaders.
High business acumen and understanding of revenue teams and operating rhythms.
Experience driving multithreaded relationships with large, matrixed organizations.
Experience with Gong preferred.
About Gong
Gong is an equal-opportunity employer.
We value diversity and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
To review Gong's privacy policy, visit for more details.
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