Manager , EMEA Customer Success

We’re looking for a customer-centric, strategic, and experienced leader to manage part of our Mid-Market CSM team. Your leadership will have a direct impact on driving customer growth, developing the team, and delivering on our core goal to retain and grow customers. This position will be reporting to the Director of EMEA Customer Success.

Our CSMs are trusted advisors to revenue and operational leaders. They drive strategic plans and business transformation while delivering measurable business impact. Our CSMs at Gong are expected to 1) drive customer engagement and product adoption, 2) deliver meaningful business outcomes, 3) mitigate risk, and 4) drive account renewals and identify opportunities for growth. CSMs are measured on quarterly metrics related to gross dollar retention (GDR) and expansion.

Responsibilities

• Hire, coach, and develop the best CSM team in the industry. Your team’s personal growth, success and achievements of targets is your top priority.
• Lead a team of CSMs in delivering exceptional customer value, focused primarily on creating successful customers.
• Own your team's metrics and drive the plan to exceed them, specifically renewal / GDR success, account growth, license utilisation, risk mitigation, and business value delivery.
• Partner with other CS leaders to build and refine processes, systems, and resources to make the teams, and our customers, successful.
• Contribute to Gong’s environment and culture of “builders” versus “scalers” and come prepared to provide suggestions for process improvements and to help the team continue its evolution of what makes an excellent Customer Success organisation.
• Work closely with internal teams (Customer Education, Support, Marketing, Sales, Product, Professional Services) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time.

Qualifications

• 2+ years proven success record in building and managing high performing CSM teams in B2B SaaS organisations.
• 7+ years of experience in a customer success or account management role.
• Experience owning and managing quarterly team revenue metrics and a strong track record of exceeding team targets.
• Experience managing customer escalations.
• Demonstrated ability leading a customer facing team - helping your team prioritise and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers.
• Track record of aligning with customer executives, driving value conversations and tight alignment with VP and C-suite stakeholders, particularly enablement, go to market, and revenue operations leaders.
• High business acumen and understanding of the inner workings of revenue teams, and how operating rhythms operate successfully.
• Experience driving multithreaded relationships with large, matrixed organisations.
• Experience with Gong preferred.

You Are

• A high energy leader with excellent collaboration skills to drive customer centricity by leveraging internal stakeholders such as Sales, Product, Support & executives.
• Passionate about developing people and coaching your team to meet their full potential.
• Someone that values collaboration and winning together, enjoying the ride, and challenging conventional wisdom.
• Someone who thrives in a high paced, growth environment.