Why This Job is Featured on The SaaS Jobs
Mid-market Customer Success sits at the centre of how B2B SaaS companies turn product adoption into durable revenue. This role is featured because it reflects a core SaaS motion: managing a portfolio of customers where renewals, expansion, and value realisation depend on ongoing stakeholder alignment and measurable outcomes, not one-off delivery.
For a SaaS career, the work builds fluency in the operating metrics and rhythms that recur across subscription businesses. Ownership of retention and multi-year renewal strategy strengthens commercial judgement, while partnering with Account Executives on cross-sell and upsell develops a practical understanding of how Customer Success and Sales coordinate in modern revenue teams. The emphasis on using data to quantify value also translates well across SaaS organisations that expect Customer Success to be both relationship-led and analytically grounded.
This position suits professionals who prefer structured account ownership and are comfortable engaging senior stakeholders with a consultative approach. It will likely resonate with those who enjoy diagnosing risk early, running recurring business reviews, and connecting customer goals to specific workflows. It also fits operators who like collaborating across functions while still being accountable for clear portfolio outcomes.
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
As a Mid-Market Customer Success Manager at Gong, you will be the primary advocate for our 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
- 5+ 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
PERKS & BENEFITS
- 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.
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 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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