Senior Manager, Enterprise CS

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.

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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. 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.

We’re looking for a customer‑centric, strategic, and experienced leader to manage part of our Enterprise 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 reports to our Sr Director of Enterprise Customer Success.

Our CSMs are trusted advisors to revenue and operational leaders. They drive strategic plans and business transformation while delivering measurable business impact. As a CSM at Gong, you will be expected to
1) drive customer engagement and product adoption,
2) deliver meaningful business outcomes,
3) mitigate risk, and
4) drive account growth. CSMs are measured on quarterly metrics related to gross dollar retention, expansion, and driving multi‑year renewals.

• Hire, coach, and develop the best Enterprise CSM team in the industry. Your team’s success and achievements of targets is your top priority.
• Lead a team of 6‑8 Enterprise 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 utilization, risk mitigation, and business value delivery.
• Quarterly metrics and targets are tied directly to the achievement of gross dollar retention, upsell, and multi‑year renewals.
• 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 organization.
• Work closely with internal teams (Professional Services, Support, Sales, Product, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time.

• 3+ years experience in building and managing high performing CSM teams in B2B enterprise SaaS.
• 8+ years of experience in customer facing roles.
• Passionate about developing people and coaching your team to meet their full potential.
• Demonstrated ability leading a customer facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers.
• Experience owning and managing customer renewals and revenue targets.
• 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 organizations.
• High energy leader with excellent collaboration skills to drive forward cross‑functional customer projects and processes with Sales,…