Director, Digital Customer Success

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.

We’re looking for a strategic, data-driven, and innovative Director of Digital Customer Success to lead and scale our Digital Customer Success programs. In this role, you will design and execute a digital engagement strategy that drives adoption, product usage, and value realization across our customer base—particularly for long-tail and tech-touch segments. You’ll partner cross-functionally to enhance the digital customer journey, leveraging automation, AI, content, and self-service strategies to improve customer health, reduce churn, and increase NDR (Net Dollar Retention).

RESPONSIBILITIES

• Define and own the digital customer success strategy impacting both the Digital segment (SMB) and the broader customer base. 
• Build and lead a digital-first CS team, including digital CSMs and renewal managers while partnership closely with RevOps. 
• Champion a scalable, data-informed approach to customer success across the company.
• Achieve/exceed quarterly gross dollar retention and upsell targets, partnering closely with the Renewal Management team on strategies to maximize revenue attainment.
• Foster a collaborative, inclusive team culture focused on growth, accountability, and excellence
• Set clear expectations and drive performance through 1:1 meetings and coaching conversations with direct reports
• Support long-term team scale through thoughtful hiring and personalized career development
• Design and implement automated playbooks and lifecycle communications across email and in-app messaging.
• Identify opportunities to improve customer + user adoption and retention through scalable programs and external software tools.
• Build intelligent segmentation strategies to deliver personalized yet scalable customer experiences
• Define success metrics, dashboards, and KPIs to monitor and report on the success/impact of initiatives.
• Partner with RevOps and Product to surface product usage insights and feedback loops that improve customer outcomes
• Oversee development of digital assets (knowledge base, academy courses, community, training) to empower self-service.
• Collaborate with Marketing and Product to ensure consistent and effective messaging across customer touchpoints.

QUALIFICATIONS 

• 7–10 years of experience in Customer Success and/or Digital Programs, with at least 3 in a leadership role
• Proven track record of designing and executing digital CS programs at scale in a B2B SaaS environment
• Strong analytical skills and comfort working with customer data to drive strategy and results
• Excellent communication, leadership, and stakeholder management abilities
• Experience with customer segmentation, journey mapping, and automation best practices
• Passion for customer outcomes, digital innovation, and continuous improvement

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.

The annual salary hiring range for this position is $172,800 - $246,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

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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