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Customer Success Manager

2 months ago

Little Ferry, New Jersey, United States GEMÜ Full time
About the Role

Gem is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success team, you will play a crucial role in ensuring the success and satisfaction of our customers.

Key Responsibilities
  • Manage a portfolio of 60-75 SMB/MM accounts, ensuring a seamless transition to our products or services
  • Drive product adoption through ongoing guidance and training tailored to each customer's needs and objectives
  • Build and nurture strong relationships with various customer personas, including Directors and above
  • 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 Managers
  • 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
Requirements
  • 2+ years of experience in Customer Success, Account Management, or Consulting
  • 4+ years of 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 teams
  • 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
About Gem

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 and we'll work with you to meet your accessibility needs.