Enterprise Customer Success Manager

**Please note that at this time we are only considering candidates based in East Coast timezones.

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 1,200 industry leaders, including Wayfair, Dropbox, Cintas, Robinhood, and UnitedHealth, trust Gem to fuel their growth. The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. 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:  

• The Breakout List, 2022
• Certified as a Great Place to work, 2022
• Y Combinator Top Companies, 2022
• Fortune Best Workplaces in the Bay Area, 2022

 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 Enterprise Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our enterprise-level 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 Enterprise 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 20-25 enterprise accounts (>2500 employees) 
• Build and nurture strong, enduring relationships with Director and VP-level stakeholders
• Partner with Implementation Manager on customer onboarding, ensuring a seamless transition to our products or services
• Drive product adoption of Gem through on-going guidance, training and customized solutions that align with each customer’s unique needs and objectives 
• Develop and execute customer success plans, 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
• Advocate for customer needs within the organization, collaborating with Product & Engineering
• Collect and analyze customer feedback to drive product improvements and enhancements
• Ensure customer renewals by demonstrating sustained value, addressing churn risks proactively 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:

• 5+ years in Customer Success, Account Management or Consulting 
• 2+ years working with enterprise level clients 
• 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 on the fly in a start-up environment 
• Experience in Recruiting a plus 
• Experience in SaaS start-up a plus 

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 [email protected] and we’ll work with you to meet your accessibility needs.

For roles based in New York City, NY and San Francisco, CA out of our HQs, the OTE salary hiring range for this position is $153,514 - $170,571. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

This role is eligible for remote work.

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