Senior Mid-Market CSM

As a Senior Mid-Market Customer Success Manager at Gong, your primary responsibilities include driving customer engagement, ensuring product adoption, delivering meaningful business outcomes, and mitigating risks for your portfolio. You will own customer relationships and strategically uncover objectives while collaborating with internal teams to maximize each customer’s experience with our Revenue Intelligence Platform.

To be considered for the Senior Mid-Market Customer Success Manager position at Gong, you should have at least 3 years of relevant experience, either in B2B enterprise SaaS customer success or consulting. Additionally, experience managing a book of business and a proven track record of ownership with senior stakeholders will be essential. Familiarity with MEDPICCC and managing renewals for multiple customers annually is also preferred.

At Gong, success for the Senior Mid-Market Customer Success Manager is measured through quarterly metrics like gross dollar retention and portfolio net growth. Your effectiveness in driving multi-year renewals and fostering customer advocacy will also play a crucial role in how your performance is evaluated within the company.

The work culture for Senior Mid-Market Customer Success Managers at Gong is collaborative and fast-paced. We value those who can thrive in change and ambiguity, possess a growth mindset, and enjoy being coachable. It's all about working together as a team while enjoying the journey and continually pushing the limits of traditional approaches in customer success.

As a Senior Mid-Market Customer Success Manager at Gong, you'll enjoy a comprehensive benefits package, including various medical, dental, and vision plans, mental health support, and a flexible wellness stipend. We also provide education stipends for personal and professional growth, flexible vacation policies, and 401(k) programs to help you secure your future.

To drive customer engagement effectively as a Senior Mid-Market CSM at Gong, I would focus on understanding each client’s specific business objectives and challenges, facilitating regular check-ins to assess their usage of our platform, and introducing resources that help them maximize value from our services. Building strong relationships is key!

I prioritize my customer accounts by assessing their individual needs, potential for growth, and risk factors. Using metrics like customer health scores and engagement levels, I can focus my efforts on accounts that require more attention or have the greatest potential for expansion.

Absolutely! In a previous role, I successfully onboarded a significant client by developing a tailored onboarding roadmap that included workshops, training sessions, and ongoing support. This approach resulted in a smooth transition and high adoption rates, allowing the client to see ROI in record time.

To drive product adoption, I leverage user feedback to tailor training sessions, create user-friendly resources, and facilitate peer-to-peer learning within the client’s team. By introducing best practices and showcasing wins through case studies, I encourage teams to explore and utilize all features available.

Managing customer renewals and minimizing churn is all about proactive engagement. Regular communication to assess satisfaction, addressing concerns promptly, and reinforcing the value customers gain from our product are crucial. During renewal discussions, leveraging data and insights can also showcase our impact clearly.

Handling a dissatisfied customer starts with listening actively to their concerns. Once I fully understand their issues, I would work collaboratively to develop a resolution plan that addresses their grievances while demonstrating our willingness to support them through challenges and change.

Collaboration is fundamental to my customer success philosophy. By engaging closely with internal teams—like Sales, Support, and Product—we can align our efforts to provide a seamless experience for clients. This united approach helps us understand their needs better and delivers solutions effectively.

In a previous role, I transformed a skeptical customer by involving them in product discussions, addressing their concerns directly, and showcasing tailored use cases. Over time, as they experienced positive outcomes, they became one of our strongest advocates, even referring us to other potential clients.

I track various metrics including customer health scores, net promoter scores (NPS), churn rates, and expansion revenue. These metrics provide insights into customer satisfaction, engagement levels, and overall account growth, allowing me to adjust strategies as needed.

I want to work as a Senior Mid-Market CSM at Gong because I admire how the company leverages data to drive success for its clients. I am excited about the prospect of joining a forward-thinking team that values innovation and collaboration and being part of a mission that truly impacts how teams operate.