Enterprise Customer Success Manager

Gem

4h•$134,000 - $175,000•Remote

About The Position

Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800+ million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech. With Gem, you can experience the power of a truly connected recruiting platform — one consistent interface, unified data, smarter AI recommendations, and simplified permissions. Our customers achieve remarkable results. The Enterprise Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our enterprise-level 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 Enterprise 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.

Requirements

5+ years in Customer Success, 2+ years working with enterprise level clients
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 team
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 on the fly in a start-up environment

Nice To Haves

Experience in Recruiting a plus
Experience in SaaS start-up a plus

Responsibilities

Manage portfolio of roughly 20-25 enterprise accounts (>2500 employees)
Build and nurture strong, enduring relationships with Director and VP-level stakeholders
Partner with Implementation Manager on customer onboarding, ensuring a seamless transition to our products or services
Drive product adoption of Gem through on-going guidance, training and customized solutions that align with each customer’s unique needs and objectives
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 Manager
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
Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale