Customer Success Manager

Location: United States. This role is eligible for remote work. Compensation: The OTE annual salary range for this role is $111,000-$144,000 in addition to equity and benefits. The range displayed on this job posting reflects the minimum and maximum target depending on the location of each candidate. In addition to location, other factors including level, job-related knowledge, skills, and experience will determine compensation. About Gem Gem helps talent acquisition teams hire with remarkable speed and efficiency through strategic, data-driven recruiting. With Gem, teams can automate and personalize candidate communication, unify all recruiting touch points into a single system, and get usable data across the entire hiring process. Gem gives every part of the organization the tools to drive results and showcase their impact. It's why users recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating. Over 1200 Industry Leaders Including Reddit, Figma, CarMax, Robinhood, And UnitedHealth Group Trust Gem To Fuel Their Growth. The Company Has Raised $148M From Renown Investors Including Accel, Greylock, ICONIQ, Sapphire, And Meritech. And Just As We Strive To Help Our Customers Find Great Talent, We Also Invest In Our Own People And Culture. We Are Proud Of The Culture We’ve Built And Have Recently Been Recognized As

• Forbes America's Best Startup Employers 2024
• Great Place to Work Certified, 2024 - And we landed at number #13!
• Fortune Best Workplaces for Millennials, 2023

The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. The Team & Role Gem puts the customer at the center of everything we do. Our Customer Success team is the secret to making that a reality. The Customer Success team is passionate about helping recruiters become more efficient, and are the driving force for the organizational change that helps our customers realize the full potential of Gem. The Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our customers. This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment. The Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer's needs and helping to identify opportunities for growth. What You’ll Do Day-to-Day Manage portfolio of roughly 60-75 accounts in our Commercial segment (SMB and Midmarket companies with* Own customer onboarding, ensuring a seamless transition to our products or services.

• Drive product adoption of Gem through on-going guidance and training that align with each customer’s needs and objectives.
• Build and nurture strong, relationships with various personas on the customer side; including Directors and above.
• Develop and execute customer success plans, proactively identifying and mitigating churn risk, tracking progress, and adjusting as needed.
• Run and maintain regular customer calls and Quarterly Business Reviews (QBRs).
• Identify opportunities for upselling and cross-selling and surface these to Account Manager.
• Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement.
• Ensure customer renewals by demonstrating sustained value and partnering with Account Managers during the renewal process.
• Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale. About You

• 3+ years in Customer Success, Account Management or Consulting.
• 5+ years work experience.
• Strong business acumen and deep knowledge of Customer Success practices.
• Customer-centric mindset.
• Exceptional presentation, communication, and interpersonal skills.
• Ability to collaborate effectively with cross-functional team.
• Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders.
• Quick and agile work style with strong attention to detail.
• Self-motivated with a positive attitude and excitement for work.
• Comfortable learning and working in a start-up environment.
• Experience in SaaS start-up a plus.
• Experience in Recruiting a plus.

Benefits

• Highly competitive salary & equity
• 10-year window to exercise your stock options
• Supportive Flexible Time Off program
• 16 paid holidays, including regular company-wide wellness days
• Best-in-class medical, dental & vision insurance
• $1,200 annual stipend for learning and development opportunities
• 16 weeks of Paid Parental Leave for birthing and non-birthing parents
• New Parent Perks totaling $1,500 and flexibility upon return to work

Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success. Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com and we’ll work with you to meet your accessibility needs. Gem’s Candidate Privacy Notice By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.