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Gong Logo Gong · Customer Service

Mid-Market Customer Success Manager

Ireland, Dublin · Job Posted February 20, 2026

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Job Description

Mid Market CSMs at Gong are strategic partners to our mid-sized customers. Focused on driving revenue transformation from Gong’s AI Operating System. You’ll guide executive stakeholders and operational teams to drive revenue with Gong by architecting workflows, accelerating adoption, and realising business results across the entire revenue lifecycle. You will combine a deep understanding of how revenue teams operate with leading change management strategy to help customers operationalise the use of Gong into tangible business results. Your success is measured by activation and adoption, key persona engagement, customer value realisation, and revenue impact (retention and expansion).

Job Responsibility

  • Revenue Transformation Strategy: Partner with senior GTM leaders to design and execute strategies that modernise their revenue operations through Gong’s AIOS
  • Workflow Architecture: Map current-state customer processes to AI-driven workflows that translate to revenue outcomes
  • Adoption and Change Management: Execute adoption initiatives that drive behaviour change and embed Gong into daily team rhythms
  • Value Realizstion: Use data-driven insights to quantify measurable business outcomes that demonstrate Gong’s ROI and strategic value
  • Renewal and Expansion Management: Own the renewal strategy and execution, partnering with cross functional teams on growth
  • Cross Functional Collaboration: Partner with internal teams to ensure an exceptional customer experience throughout the entire customer journey

Requirements

  • 3–5+ years proven experience in customer facing customer success, account management, implementation or similar role in a B2B SaaS company
  • Track record owning relationships with senior (VP and C-suite) stakeholders and owning value and ROI conversations
  • Passion for driving customer centricity by leveraging internal stakeholders such as Sales, Product, Support, Marketing and executives
  • Excellent communication, negotiation, and presentation skills
  • Data-driven mindset with a focus on delivering measurable outcomes
  • Passion for driving customer outcomes and contributing to a high performing and accountable work culture
  • Self-starters who excel in high paced environments and thrive in change and ambiguity
  • Growth mindset and pride themselves in being coachable
  • Values collaboration and winning together
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