Gong.io is hiring a Mid-Market Customer Success Manager to be the primary advocate for our clients. In this role, you will drive retention, upsell opportunities, and multi-year renewals by building strong relationships and ensuring customers realize the full value of the Gong platform. You will join a company where transparency and trust are core, and where every person has the opportunity to make a visible impact on the future of revenue intelligence.
What You'll Do
- Own overall customer relationships and increase engagement and adoption across your customer base, mining 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.
What We're Looking For
- 5+ years proven experience in a 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.
- Must be able to work from Dublin, Ireland with three days in the office.
Nice to Have
- Experience with MEDDICC a plus.
Benefits & Compensation
- 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.
Work Mode
This is a hybrid role based in Dublin, Ireland, requiring three days per week in the office.
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.
