Scaled Customer Success Manager

Role Details

Do you have the skills to fill this role Read the complete details below, and make your application today.

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 Airbnb, 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.

With Gem, You Can

Attract, engage, and hire talent faster : Build talent pipelines across all channels through sourcing, nurture, events, career sites, inbound, and more.

With Gem, teams can source talent five times faster and double their talent pipelines.

Maximize recruiter productivity : Use 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.

Unlock data-driven recruiting : Get analytics that everyone can use. Debug your funnel, monitor pipelines, forecast hiring, and demonstrate impact, all without complex BI tools.

With Gem, TA teams use data to position themselves as strategic partners to the business.

Simplify your tech stack and cut costs : Consolidate multiple tools into one platform and reduce your spend on recruiting technology, external sourcing, and job boards by up to 50%.

Save on standalone solutions with Gem’s end-to-end bundle and take advantage of past candidate relationships to reduce your reliance on sourcing new talent.

The Team & Role

Gem believes in putting the customer at the center of everything we do. The Customer Success Management team is the secret sauce to make that a reality.

The team’s mission is to build, deepen, and grow relationships with customers to make customers for life. Through this partnership, CSMs become our customers’ advocate within Gem.

Put another way, CSMs are the connective tissue that aligns the larger Gem team to best serve our customers and drive product adoption, success, and satisfaction.

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.

You will design and deploy both 1 : many programs and 1 : 1 account management efforts in collaboration with Gem’s 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.

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

• Manage a portfolio of 120-150 SMB and Mid-Market customers.
• Demonstrate sustained value throughout the customer lifecycle, address and mitigate churn proactively, and partner 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 Gem’s 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

• 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 a 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 (e.g., Outreach), in-product guides (e.g., Pendo), and Customer Success platforms (e.

g., 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.

Gem’s Candidate Privacy Notice

By clicking Submit Application , you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.

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