Customer Success Manager

2 days ago

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

Gem is the AI-powered recruiting platform that helps TA teams maximize productivity, hire faster, and save money. Our all-in-one platform offers integrated products for CRM, sourcing, scheduling, analytics, career sites, events, and more.

With Gem, teams can source talent five times faster and double their talent pipelines. Our platform also enables recruiters to review twice as many applications, schedule twice as many interviews, and engage four times as many candidates as before.

The Role

We are seeking an experienced Scaled Customer Success Manager to play a crucial role in ensuring the success of our long-tail SMB and Mid-Market customers. As a key member of our Customer Success Management team, you will design and deploy both 1:many programs and 1:1 account management efforts in collaboration with our Customer Strategy & Operations Manager.

In this role, you will have the opportunity to define and shape the customer lifecycle for the scaled segment of Gem's customers. Your work will drive successful adoption of our products and tie directly to Gem's company strategy.

Responsibilities
  • Manage a portfolio of SMB and Mid-Market customers, demonstrating sustained value throughout the customer lifecycle, addressing and mitigating churn proactively, and partnering with Renewal Managers during the renewal process.
  • Own the customer onboarding experience, ensuring a seamless transition to our products.
  • Drive product adoption by creating and leading 1:many programs (email campaigns, webinars, office hours) in partnership with our Customer Strategy & Operations Manager.
  • Proactively identify customers who are at risk, and mitigate through selective 1:1 account management.
  • Serve as product expert and trusted advisor by hosting trainings and working sessions.
  • Identify opportunities for upsell and cross-sell for Gem's new product suite and surface these to Account Executives.
  • Advocate for customer needs by collecting and analyzing customer feedback.
  • Take a proactive role in optimizing existing assets and building new programs that enable the team to scale.
About You

We are looking for a highly organized and self-motivated individual with 3+ years of experience in Customer Success or Account Management in a SaaS/software company. You should have 5+ years of work experience and exceptional organization and time management skills to effectively prioritize tasks, manage a high volume of accounts, and balance multiple projects simultaneously.

Experience creating successful email outreach programs and 1:many/tech touch engagement strategies is a plus. You should also have 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 are essential. Ability to collaborate effectively with cross-functional teams (Sales, Technical Support, Product) is also required.

We are an equal opportunity employer and celebrate our inclusive work environment. We encourage folks of all backgrounds and perspectives to apply.

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