Job Description

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

As a Mid-Market Customer Success Manager at Gong, you will be the primary advocate for our clients, driving retention, upsell opportunities, and multi-year renewals. You will be responsible for building and maintaining strong relationships with key stakeholders, ensuring they realise the full value of Gong's platform. Your core focus will be to understand client needs, increase adoption, and maximise engagement through strategic multi-threading across customer organisations.

RESPONSIBILITIES

• Own overall customer relationships and increase engagement and adoption across your customer base, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy.
• Drive quarterly metrics tied directly to achievement of gross dollar retention, upsell, and multi-year renewals by leading renewal conversations and strategy.
• Achieve cross sell and upsell targets by partnering with Account Executive counterparts to source opportunities, secure growth, and increase the value of your portfolio.
• Build raving fans by delivering exceptional customer experiences.
• Conduct regular customer reviews to align on goals and outcomes.
• Multi-thread relationships across the organisation to ensure broad and deep engagement and adoption.
• Be a trusted strategic advisor to senior revenue and revenue operations leaders, effectively uncovering and driving towards board-level business outcomes and strategically map those to Gong workflows.

QUALIFICATIONS

• 5+ years proven experience in customer facing customer success, account management, implementation or similar role in a B2B SaaS company.
• Strong ability to build relationships with C-level executives and key stakeholders.
• Excellent communication, negotiation, and presentation skills.
• Data-driven mindset with a focus on delivering measurable outcomes.
• Experience of MEDDICC a plus.
• Must be able to work from Dublin, Ireland with three days in the office

PERKS & BENEFITS

• We offer Gongsters a variety of private health insurance plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 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.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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