Why This Job is Featured on The SaaS Jobs
This Senior Engagement Manager role stands out as a clear example of how mature SaaS businesses operationalise post sale value delivery. The focus on Managed Services indicates a recurring, programmatic approach to customer outcomes, where implementation is not a one off event but an ongoing service layer that supports adoption, expansion, and sustained platform usage across revenue teams.
For a SaaS career, the work builds durable experience at the intersection of customer operations and delivery discipline. Managing multi year portfolios, forecasting services capacity, and coordinating cross functional stakeholders mirrors how leading SaaS companies scale retention and net revenue. The blend of discovery, workflow mapping, technical configuration, and change management also translates well across Professional Services, Customer Success, and Revenue Operations paths.
The role fits professionals who prefer structured ownership over complex engagements and who are comfortable being accountable for scope, sequencing, and stakeholder alignment. It will suit someone who enjoys advising senior customer leaders, documenting risks and tradeoffs, and improving delivery methods while staying close to how the product is actually used in production environments.
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
Engagement Managers lead the execution, coordination, and oversight of implementation and expansion programs that help Gong’s customers achieve critical business outcomes. They have mastered the tenets of project management and can balance a portfolio of strategic, multi-year customer engagements. They are comfortable embedding themselves as trusted advisors within customers’ revenue teams - executing highly detailed plans that encapsulate discovery, business process mapping, technical configuration, change management methods, and energizing a user base to drive long-term adoption.
In this role, you will support a key modality within Gong’s broader Professional Services org: Managed Services. This offering provides existing Gong customers with access to recurring consulting, technical guidance, training, and program management resources as an extension of their revenue teams. These long-term services partnerships allow customers to embed our proactive insights and reactive support into repeatable cycles that accelerate their value realization journey.
RESPONSIBILITIES:
- Lead all aspects of Managed Services engagements for Gong customers.
- Manage multiple customer programs to a defined scope, schedule, and budget
- Forecast work and deploy program resources according to delivery plans
- Ensure program deliverables are completed to the highest quality standards
- Balance competing priorities effectively across multiple customers and projects.
- Conduct & coordinate meetings onsite and remotely according to the Gong Professional Services methodology standards.
- Execute ongoing program planning, discovery, and design workshops to map customer use cases to Gong platform workflows.
- Provide regular communications (verbal and written) to executive leadership, project teams, and customers.
- Identify, document, and lead mitigation efforts for program risks - disseminating clear and consistent updates to internal and external stakeholders
- Challenge, advise, and redirect teams as well as client expectations when needed for successful program delivery
- Gather ongoing requirements and issue change orders as appropriate.
- Facilitate identification, internal communication, and remediation of product issues.
- Ideate and develop new program deliverables that help improve existing team process
- Contribute to practice development initiatives that accelerate organizational and team growth within Professional Services
QUALIFICATIONS:
- 6-8 years of Project Management experience (time, cost, scope, risk management); PMP certification is a plus.
- 5+ years of professional consulting experience, preferably in Enterprise software.
- Proven ability to influence change within customer organizations.
- Excellent instincts and ability to interface at a senior level with ease.
- Experience with SaaS applications that support Enterprise business processes.
- Strong CRM experience or knowledge (Salesforce.com or Dynamics preferred).
- Ability to optimally coordinate and work across functional & technical teams – both internally and with partners, both in-person and virtually.
- Understand business and organizational complexity at large strategic firms
- Familiarity working with cross-functional teams, including: Sales, Customer Success, Product, Enablement, and Engineering.
- Desire to embrace change and hypergrowth in your role, your team, your organization’s strategy, and the products you support
- Willingness to travel.
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.
- Pension
- 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.
We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.
Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable 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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