Gong.io
Senior Commercial Customer Success Manager
Gong.io, Chicago, Illinois, United States, 60290
As a Senior Commercial Customer Success Manager at Gong, you will serve as a trusted strategic advisor to senior revenue and revenue operations leaders, driving customer engagement, product adoption, and delivering measurable business outcomes. Your role involves owning overall customer relationships, driving quarterly metrics related to gross dollar retention, expansion, and multi-year renewals, and partnering with various internal teams to ensure customer success.Responsibilities
Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business outcomes 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, gross dollar retention, and multi-year renewals.Partner with our Implementation team to ensure customers onboard successfully and achieve quick time-to-value against their desired outcomes.Partner with Account Executives to secure retention and growth of your portfolio through upsell and cross-sell motions.Work successfully with a wide variety of cross-functional internal partners.Proactively identify and lead team process improvements and help us build a world-class CSM team!Qualifications
Required
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.Compensation
The annual salary hiring range for this position is $106,000 (OTE and 70/30 split) USD. Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations.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, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
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Be a trusted strategic advisor to senior revenue and revenue operations leaders to uncover business outcomes 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, gross dollar retention, and multi-year renewals.Partner with our Implementation team to ensure customers onboard successfully and achieve quick time-to-value against their desired outcomes.Partner with Account Executives to secure retention and growth of your portfolio through upsell and cross-sell motions.Work successfully with a wide variety of cross-functional internal partners.Proactively identify and lead team process improvements and help us build a world-class CSM team!Qualifications
Required
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.Compensation
The annual salary hiring range for this position is $106,000 (OTE and 70/30 split) USD. Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations.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, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
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