Scaled Customer Success Manager

Gem

12d•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. Just as we strive to help our customers find great talent, we also invest in our own people and culture. We are proud of the culture we’ve built and have recently been recognized as: Forbes America's Best Startup Employers 2025 Great Place to Work Certified, 2024 Fortune Best Workplaces for Millennials, 2023 The Team & Role Gem believes in putting the customer at the center of everything we do and the Customer Success team is committed to making that a reality. The Customer Success team at Gem empowers our customers to build exceptional teams that fuel their company's mission. We do this by deeply understanding our customers’ business challenges, serving as their trusted partners and advocates, aligning our all-in-one product with their objectives, and consulting on best practices. We are seeking an experienced Scaled Customer Success Manager to play a crucial role in ensuring the success of our SMB and Mid-Market customers within the Scaled segment. You will be responsible for a large book of business for which you will be expected to both use data to prioritize strategic, 1:1 customer engagements as well as work in close partnership with Gem’s Professional Services & Revenue Operations team to lead 1:many programs. In this exciting and evolving 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.

Requirements

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 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

Nice To Haves

Early or first hire at a fast-growing SaaS startup.
Familiarity with email outreach tools (eg Outreach), in-product guides (eg Pendo), and Customer Success platforms (eg Vitally, Gainsight, Salesforce).
Experience mentoring or coaching newer team members.

Responsibilities

Be an expert in the full range of Gem’s suite of products
Drive efficient, thorough, and complete onboarding of new Gem customers
Balance priorities and multiple tasks supporting implementation, follow-up, and proactive outreach
Proactively identify customers who are at risk, and mitigate through selective 1:1 account management
Identify opportunities for upsell and cross-sell for Gem’s new product suite and surface these to Account Executives
Partner closely with the Product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed
Drive product adoption by leading 1:many programs (email campaigns, webinars, office hours) in partnership with Gem’s Professional Services & Revenue Operations team
Identify areas of opportunity where we could automate and scale the customer lifecycle to cover more clients and take a proactive role in building new programs that enable the team to scale