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Customer Success - 1769939
$95k-120k (estimate)
Full Time
3 Months Ago
Elevance Health is Hiring a Remote Customer Success - 1769939
The Customer Success team is responsible for driving adoption and long-term value realization for Gong’s customers through structured programs to provide product expertise and best practices. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Finance, People, Sales, etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle. This role reports directly to the Chief Revenue Officer, Shane Evans.
RESPONSIBILITIES
- Elevate Gong’s Customer Success strategy and methodology, and build a prescriptive, scalable customer success motion to best support our customers
- Drive alignment of customer success and transformational impacts through adoption of innovative offers that accelerate business value for our customers
- Work closely with the Sales organizations to develop and execute growth plans and strategies that drive customer success - inclusive of territory and account planning alignment with Sales
- Master Gong’s value proposition and use cases to become a trusted advisor to our customers
- Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer
- Create a consistent and valued customer experience by delivering against scalable and repeatable methodologies and proven best practices
- Be an inspirational leader – hire and develop world class talent, creating an inclusive culture that inspires people to do their best work
- Establish clarity and accountability around a set of key leading and lagging indicators – tracking customer health, adoption, utilization, retention, and growth potential
- Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services
QUALIFICATIONS
- 5 years of success in a global SVP of CS role or equivalent title
- 15 years’ experience in a CS or customer-facing leadership role in fast growing B2B SaaS organization
- Strong operational discipline and track record of leading teams against specific KPIs
- Experience in owning the number and developing a performance driven culture and team
- Commercial expertise and proven track of exceeding targets
- Led large CS organizations managing hundreds of millions in revenue
- Focus on delivering against adoption and utilization as the primary level to drive both retention and expansion
- Outcomes focused and demonstrates the ability to link proactive strategies that link directly to customer ROI
- Expertise in driving strategic value to customers, and driving revenue growth in partnership with the Sales organization through up-sell and cross-sell
- Work in close collaboration with cross functional partners to define the ideal customer journey, value delivery methodology, metrics, and operational models
- Fluent with data and confident in making data-driven decisions
- Experience growing and scaling domestic and international teams with deep understanding of unique dynamics of different global markets and cultures
PERKS & BENEFITS
- We offer Gongsters a variety of medical, dental, and vision 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.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- 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 from home stipend to help you succeed in a remote environment.
Job Summary
JOB TYPE
Full Time
SALARY
$95k-120k (estimate)
POST DATE
02/02/2024
EXPIRATION DATE
05/26/2024
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