Scaled Customer Success Manager

Location: San Francisco, CA. This role is based 2 days per week out of our San Francisco HQ and is not eligible for full-time remote work.

Compensation: The annual OTE range for this role is $131,000 - $146,000, in addition to equity & benefits.

The range displayed on this job posting reflects the minimum and maximum compensation. Factors including location, level, job-related knowledge, skills, and experience will determine compensation.

About Gem

Gem is the AI-powered recruiting platform TA teams love. It helps you maximize productivity, hire faster, and save money – all while giving recruiters a solution they find easy to use. Use Gem as your all-in-one recruiting platform or enhance your existing ATS with integrated products for CRM, sourcing, scheduling, analytics, career sites, events, and more. Over 1,000 companies – from startups to industry leaders like Wayfair, Cintas, Carmax, DoorDash, and Zillow – trust Gem to hire with speed and ease. See why Gem is the recruiting industry’s most beloved solution, with a 4.8/5 rating on G2.

The Team & Role

Gem believes in putting the customer at the center of everything we do and the Customer Success team is committed to making that a reality. The Customer Success team at Gem empowers our customers to build exceptional teams that fuel their company's mission. We do this by deeply understanding our customers’ business challenges, serving as their trusted partners and advocates, aligning our all-in-one product with their objectives, and consulting on best practices.

We are seeking an experienced Scaled Customer Success Manager to play a crucial role in ensuring the success of our SMB and Mid-Market customers within the Scaled segment. You will be responsible for a large book of business for which you will be expected to both use data to prioritize strategic, 1:1 customer engagements as well as work in close partnership with Gem’s Customer Strategy & Operations Manager to lead 1:many programs. In this exciting and evolving role, you will have the opportunity to define and shape the customer lifecycle for the scaled segment of Gem’s customers. The impact of your work to drive successful adoption of our products ties directly to Gem’s company strategy.

What You’ll Do Day-to-Day:

• Be an expert in the full range of Gem’s suite of products.
• Drive efficient, thorough, and complete onboarding of new Gem customers at scale.
• Drive product adoption by leading 1:many programs (email campaigns, webinars, office hours) in partnership with Gem’s Customer Strategy & Operations Manager.
• Balance priorities and multiple tasks supporting implementation, follow-up, and proactive outreach.
• Proactively identify customers who are at risk, and mitigate through selective 1:1 account management.
• Identify opportunities for upsell and cross-sell for Gem’s new product suite and surface these to Account Executives.
• Partner closely with the Product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed.
• Identify areas of opportunity where we could automate and scale the customer lifecycle to cover more clients and take a proactive role in building new programs that enable the team to scale.

About You:

• 3+ years in Customer Success or Account Management in a SaaS / software company.
• 5+ years of work experience.
• Experience taking full ownership of a high volume of customers at different stages of the customer lifecycle.
• Exceptional organization and time management skills to effectively prioritize tasks, manage high volume of accounts, and balance multiple projects simultaneously.
• Experience creating successful email outreach programs and 1:many/tech touch engagement strategies.
• Excellent presentation, written and verbal communication skills, with the ability to clearly convey technical concepts to non-technical users.
• Strong business acumen and deep knowledge of Customer Success practices.
• Ability to collaborate effectively with cross-functional teams (Sales, Technical Support, Product).
• Self-motivated who takes initiative, can find solutions to challenges, and continually improves.
• Comfort learning and working in a start-up environment.

Bonus Points:

• Early or first hire at a fast-growing SaaS startup.
• Familiarity with email outreach tools (eg Outreach), in-product guides (eg Pendo), and Customer Success platforms (eg Vitally, Gainsight, Salesforce).
• Experience mentoring or coaching newer team members.

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.

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