EMEA Mid Market Customer Success Manager

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 2,000 innovative companies like Paychex, PayPal, Hubspot, LinkedIn, MuleSoft, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. With Gong, customers experience improved win rates, increased deal sizes, and accelerated employee ramp-times.

As our Mid Market Customer Success Manager, you’ll play a key role in making sure our customers succeed, incorporate Gong into their daily lives, and become raving fans.

RESPONSIBILITIES

• Partner with customers’ senior executives to uncover business pain and strategically map Gong’s value
• Drive engagement & adoption and foster enthusiastic, passionate customers
• Establish a trusted relationship with each client and drive continuous value of our products
• Proactively identify and lead team process improvements.

QUALIFICATIONS

• 5+ years of relevant work experience, in a CSM or Account Management role managing 30+ accounts
• Demonstrated background in developing and managing commercial relationships and renewing contracts
• Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
• Excellent verbal and written communication skills
• Previous B2B SaaS and enterprise software experience

YOU ARE

• Passionate about providing an exceptional customer experience
• Creative, resourceful, detail-oriented, and well-organised
• 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

YOU’LL GET TO

• Proactively own and manage the success of a portfolio of accounts, serving as the main point of contact
• Develop individual success plans for your customers ensuring adoption, retention and expansion across your book.
• Lead all QBR activity within your book. Some international travel will be required
• Challenge yourself and take your career to the next level.