Gong fires up Customer Office with Simon Frey as CCO

Gong has announced the promotion of Simon Frey to the role of Chief Customer Officer. Frey joined Gong in January 2024 as SVP Customer Outcomes. The promotion will see him partnering with over 5,000 Gong customers to help achieve Revenue AIK transformations by embedding Gong’s AI OS into their go-to-market operations.

He is appointed as demand increases, as firms turn to AI to improve revenue performance, unify customer data, and drive more consistent execution without increasing headcount across their sales teams. Frey will be responsible for the global customer strategy.

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Shane Evans, Chief Revenue Architect at Gong, commented, “Simon has spent years partnering closely with our customers. Helping them unlock meaningful growth across their revenue organisations. What we have realised is that simply layering AI on top of old workflows isn’t enough.

“Organisations are looking for a foundational system that improves productivity and drives sustainable growth at scale. With Simon at the helm of our Customer Office and our new team of Revenue Architects, we are uniquely positioned to design and deliver measurable AI success outcomes for our customers.”

Who is Simon Frey

Frey began his career at Finalta in London before joining McKinsey & Company when the consulting firm was acquired. He helped launch Finalta in the USA. Frey then co-founded a startup before joining Qualtrics, helping scale its in-house services and partner solutions ecosystem, and the company grew quickly before its acquisition by SAP.

He then joined TaxBit as VP Customer Success. There, he was promoted to VP, Revenue and was responsible for RevOps, Sales, Pre-Sales, Post-Sales, and Partnerships. He has a BSc in Business Administration from Georgetown University.

Simon Frey, Chief Customer Officer at Gong, commented, “I’ve had the privilege of working closely with Gong’s customers for years, and I’m continually inspired by how they’re embracing AI to go to market in ways that simply weren’t possible before.

“Right now, we’re seeing an unprecedented level of innovation with agentic AI, but many teams are still struggling to turn early experimentation into real business impact. As Gong scales, our focus is on helping customers operationalise Gong and the Revenue AI OS to drive measurable outcomes.”

Gong creates a new Customer Office

In a strategic move, the firm is setting up a unified Customer Office. This creates an integrated unit comprising pre-sales and post-sales teams to foster a unified vision between sales and delivery. It will help align the vision sold to customers and the value they actually realise once they are using Gong. Moreover, it embeds customer success throughout the customer lifecycle and brings a level of partnership needed in today’s software market.

The new team will provide a mix of advisory, activation, and advocacy. The intent is to help embed predictive intelligence into customers’ daily operating rhythms. To support this, Gong is planning to quintuple its Services and Consulting ecosystem. It aims to recruit internally and leverage Global System Integrators to achieve this. It has also introduced a specialised Revenue Architects team to serve as strategic partners in AI transformation.

To achieve this, Gong has introduced a 12-week Revenue Architect accreditation program. The course includes skills around AI workflow design, operational consulting, and change leadership.

Enterprise Times: What does this mean

These initiatives and the promotion of Frey are a strong indication that Gong is serious about supporting its customers in their AI Revenue operations revolution.

Customers welcome the move: Pradeep Konduru, Vice President of GTM Strategy at Procore. “As part of Procore’s growth trajectory, we are laser-focused on maximising sales productivity and accelerating outcomes across the board. Gong is a key partner in helping our teams drive revenue execution at scale, providing the AI-driven insights needed to win more effectively.

“We’re continuing to see a meaningful impact and look forward to continuing the partnership as Gong expands its support for customer success through the new Customer Office.”

The expansion is happening now, with nearly 100 job openings on the Gong careers page. Most of these are in the US. But some are in other parts of the world, including Israel, London, Berlin, Dublin, Sydney, and Singapore.

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