Senior Account Management Leader for Enterprise Customer Success

6 days ago

San Francisco, California, United States Gem Full time
About Gem

Gem is a pioneering AI-powered recruiting platform that has captured the hearts of TA teams worldwide. With its user-centric design, Gem empowers businesses to optimize productivity, expedite hiring processes, and reduce costs – all while providing recruiters with an intuitive solution. As part of our all-in-one recruiting platform or integrated products for CRM, sourcing, scheduling, analytics, career sites, events, and more, over 1,000 companies have entrusted Gem to streamline their hiring processes.

These esteemed organizations, including industry leaders like Airbnb, Wayfair, Cintas, Carmax, Doordash, and Zillow, appreciate Gem's commitment to innovation and customer satisfaction. With a 4.8/5 rating on G2, Gem stands out as the most beloved solution in the recruiting industry.

We're committed to helping you attract, engage, and hire top talent faster:

  1. Build comprehensive talent pipelines across various channels through sourcing, nurturing, events, career sites, inbound, and more. Our clients have witnessed a fivefold increase in talent pipelines and doubled their application reviews.
  2. Maximize recruiter productivity by leveraging AI and automation to save time on routine tasks like reviewing applications, scheduling interviews, and managing follow-ups. Recruiters using Gem can review twice as many applications, schedule twice as many interviews, and engage four times as many candidates as before.
  3. Unlock data-driven recruiting with analytics everyone can use. Debug your funnel, monitor pipelines, forecast hiring, and demonstrate impact without complex BI tools. Our customers utilize data to establish themselves as strategic partners to their business.
  4. Simplify your tech stack and cut costs by consolidating multiple tools into one platform and reducing spend on recruiting technology, external sourcing, and job boards by up to 50%. Benefit from our end-to-end bundle and leverage past candidate relationships to minimize reliance on new talent sources.
The Team & Role

Gem prioritizes putting the customer at the center of everything we do, and the Account Management team is dedicated to making this a reality. The team's mission is to forge, deepen, and grow relationships with customers to turn them into lifelong advocates. Through partnerships with our Customer Success team, Account Managers become our customers' partners in their strategic initiatives and represent customer interests within Gem to ensure customers achieve their goals. In alignment with our company objectives, Account Managers serve as the connective tissue that unifies the larger Gem team to best serve our customers and drive product adoption, success, and satisfaction.

We are seeking an experienced Senior Manager of Account Management with a proven track record of developing and scaling retention teams. This leader will directly manage a team of Enterprise, Commercial, and SMB retention professionals through coaching and development activities. Additionally, this leader will contribute to company success by identifying opportunities for operational improvements, creating alignment between the go-to-market strategy and customer journeys, and leading the team to exceed goals.

The ideal candidate will value Customer focus, Transparency, Velocity, Diversity, and personal Ownership. They will be driven to overachieve retention and expansion goals, be constantly curious, and have a passion for collaborating with, developing, and helping teammates. They will possess a knack for bridging priorities between Gem and our customers' businesses while fostering alignment with the individuals who make those companies what they are.

Key Responsibilities:

This role entails:

  • Hiring, Developing, and Retaining Talent: Attract, enable, develop, and retain Account Management professionals, fostering a culture of collaboration, accountability, and transparency.
  • Leading and Mentoring Teams: Guide Account Managers and Renewal Managers, providing strategic guidance, professional development, and performance feedback to ensure team success.
  • Developing Comprehensive Customer Strategies: Create and execute a customer strategy focused on Customer Value Selling, retention, and expansion to consistently generate short-term results while maintaining a long-term perspective.
About You

To succeed in this role, you'll need:

  • At least 4 years of experience leading retention and expansion teams in SaaS, including enterprise partnerships.
  • 6+ years in Account Management, focusing on enterprise environments, retention, and customer expansion.
  • Cross-functional leadership skills, collaborating effectively across Sales, Marketing, Customer Success, and Product departments.
  • A proven track record of exceeding personal and team goals.
  • Operational skills in business planning, tracking progress, addressing challenges, and implementing solutions.
  • Experience selling to and aligning with C-Suite and senior leaders, delivering quantifiable value and business impact.
  • Strong problem-solving skills, thriving in dynamic environments with a startup mindset for overcoming challenges creatively.
  • Excellent verbal and written communication skills.
  • Expertise in consultative selling methodologies (e.g., MEDDPICC, Challenger, Solution Selling, Sandler).
  • A customer-focused approach with a passion for uncovering and pursuing growth and retention opportunities.
What We Offer

We provide a competitive salary range of $240,000 - $280,000 annually, in addition to equity and benefits.

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