Gem
Customer Success Manager
Gem, Little Ferry, New Jersey, us, 07643
The Team & RoleGem 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 SMB/MM accounts (companies with
Own customer onboarding, ensuring a seamless transition to our products or servicesDrive product adoption of Gem through on-going guidance and training that align with each customer’s needs and objectivesBuild and nurture strong, relationships with various personas on the customer side; including Directors and aboveDevelop and execute customer success plans, tracking progress and adjusting as neededRun and maintain regular customer calls and Quarterly Business Reviews (QBRs)Identify opportunities for upselling and cross-selling and surface these to Account ManagerAdvocate for customer needs within the organization, collaborating with Product & EngineeringCollect and analyze customer feedback to drive product improvements and enhancementsEnsure customer renewals by demonstrating sustained value, addressing churn risks proactively and partnering with Account Managers during the renewal processTake a proactive role in optimizing existing or building new processes & assets that enable the team to scaleAbout you:2+ years in Customer Success, Account Management or Consulting4+ years work experienceStrong business acumen and deep knowledge of Customer Success practicesCustomer-centric mindsetExceptional presentation, communication, and interpersonal skillsAbility to collaborate effectively with cross-functional teamAnalytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholdersQuick and agile work style with strong attention to detailSelf-motivated with a positive attitude and excitement for workComfortable learning and working in a start-up environmentExperience in SaaS start-up a plusExperience in Recruiting a plusGem 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 peopleops@gem.com and we’ll work with you to meet your accessibility needs.
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Own customer onboarding, ensuring a seamless transition to our products or servicesDrive product adoption of Gem through on-going guidance and training that align with each customer’s needs and objectivesBuild and nurture strong, relationships with various personas on the customer side; including Directors and aboveDevelop and execute customer success plans, tracking progress and adjusting as neededRun and maintain regular customer calls and Quarterly Business Reviews (QBRs)Identify opportunities for upselling and cross-selling and surface these to Account ManagerAdvocate for customer needs within the organization, collaborating with Product & EngineeringCollect and analyze customer feedback to drive product improvements and enhancementsEnsure customer renewals by demonstrating sustained value, addressing churn risks proactively and partnering with Account Managers during the renewal processTake a proactive role in optimizing existing or building new processes & assets that enable the team to scaleAbout you:2+ years in Customer Success, Account Management or Consulting4+ years work experienceStrong business acumen and deep knowledge of Customer Success practicesCustomer-centric mindsetExceptional presentation, communication, and interpersonal skillsAbility to collaborate effectively with cross-functional teamAnalytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholdersQuick and agile work style with strong attention to detailSelf-motivated with a positive attitude and excitement for workComfortable learning and working in a start-up environmentExperience in SaaS start-up a plusExperience in Recruiting a plusGem 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 peopleops@gem.com and we’ll work with you to meet your accessibility needs.
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