Gong enables revenue teams to realize their fullest potential by unveiling their customer reality. The patented Gong Revenue Intelligence Platform™ captures and understands every customer interaction, then delivers insights at scale, empowering revenue teams to make decisions based on data instead of opinions. Over 1,900 innovative companies like Zillow, Slack, PayPal, Twilio, Shopify, Hubspot, SproutSocial, Zoominfo, Outreach, MuleSoft, and LinkedIn trust Gong to power their customer reality. With Gong, customers experience improved win rates, increased deal sizes, and accelerated employee ramp-times.

As our Customer Success Manager, Commercial (Scale), you’ll play a key role in making sure our customers succeed, incorporate Gong into their daily lives, and become raving fans. This position reports into our Manager, Customer Success (Scale).

RESPONSIBILITIES

• Successfully support our SMB customers at scale -- Create Raving Fans!
• Contribute to the design of automated programs to provide deeper value to customers via 1:many delivery models
• Uncover opportunities to improve our team’s processes and efficiency, while continuing to provide a stellar customer experience
• Partner with customers’ senior executives to uncover business pain and strategically map Gong’s value
• Drive engagement & adoption and foster enthusiastic, passionate customers
• Own customer satisfaction, retention, and expansion
• Establish a trusted relationship with each client and drive continuous value of our products

QUALIFICATIONS

• 2+ years of relevant work experience, preferably in a Scale CSM role managing 200+ accounts
• Proven track record of onboarding and supporting customers to deliver high customer satisfaction, advocacy, and loyalty
• Excellent verbal and written communication skills
• Previous B2B SaaS and enterprise software experience
• Passionate about providing an exceptional customer experience
• Creative, resourceful, detail-oriented, and well-organized
• A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment
• Someone who flourishes when given responsibility and a sense of ownership

PERKS & BENEFITS

• 100% paid coverage of medical, dental, and vision insurance for employees
• 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 balance
• Paid parental leave to support you and your family
• 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.