Why This Job is Featured on The SaaS Jobs
This Senior EMEA Enterprise Customer Success Manager role sits at a familiar SaaS inflection point where customer outcomes, renewals, and expansion are managed as part of the revenue system, not as a post sales afterthought. In a platform product used by revenue and revenue operations leaders, the work naturally connects product usage to commercial impact, reflecting how mature B2B SaaS companies operationalise retention and growth across large accounts.
For a SaaS career, the mandate builds durable enterprise muscles: multi stakeholder relationship management, data informed value measurement, and renewal strategy tied to gross retention. The emphasis on partnering with Account Executives also mirrors the increasingly blended CS and sales motions in enterprise SaaS, where expansion and risk mitigation require coordinated account plans and clear executive narratives.
This role tends to suit experienced customer leaders who prefer structured, metric owned account management over reactive support. It will resonate with professionals comfortable advising senior stakeholders, translating business outcomes into adoption plans, and working across functions to move renewals forward. The Dublin based expectation signals a role designed for close collaboration while staying anchored to a regional enterprise customer base.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.
As an Enterprise Customer Success Manager at Gong, you will be the primary advocate for our enterprise clients, driving retention, upsell opportunities, and multi-year renewals. You will be responsible for building and maintaining strong relationships with key stakeholders, ensuring they realise the full value of Gong's platform. Your core focus will be to understand client needs, increase adoption, and maximise engagement through strategic multi-threading across customer organisations.
RESPONSIBILITIES
- Own overall customer relationships and increase engagement and adoption across your customer base, mine 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.
QUALIFICATIONS
- 10+ years proven experience in 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.
- Experience of MEDDICC a plus.
- Must be able to work from Dublin, Ireland with three days in the office
Gong believes in offering competitive compensation and benefits tailored to the local region. 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.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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