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Customer Success Managers

Mid Market Customer Success Manager

📍 San Francisco Bay Area

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.

Our Mid Market segment is rapidly growing and we are excited to grow the CSM team with your addition! As a Mid Market CSM, you’ll play a key role in making sure our customers succeed, incorporate Gong into their daily lives, and become raving fans. 

Responsibilities

  • Be a trusted strategic advisor to senior revenue leaders to uncover business objectives and pains and strategically map those to Gong value
  • Own overall customer relationships and drive engagement and adoption, mine and measure value, unearth and mitigate risk, and create customer advocacy. 
  • Drive quarterly metrics around portfolio net growth, business reviews, and product utilization
  • Partner with our Implementation team to ensure customers onboard to a great start and see quick first value 
  • Partner with our Customer Account Executive team to secure retention and growth of your portfolio 
  • Proactively identify and lead team process improvements and help us build a world-class Mid Market CSM team!

Qualifications

  • 2+ years of relevant work, specifically B2B enterprise SaaS customer success OR consulting experience
  • Experience prioritizing and managing a book of business and being accountable for quarterly metrics
  • Demonstrated success leading centralized tool deployment and driving adoption, growth and retention
  • Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations
  • Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing and executives.
  • Our CSMs are self-starters who excel in high paced environments and thrive in change and ambiguity. Our top performers have a growth mindset and pride themselves in being coachable.
  • We are a team that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom. If that’s you too, we want to hear from you!

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. 
  • 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.