Role Details

• Location:
  • [Remote, US]. This role is eligible for remote work in the United States
• Compensation:
  • This role's annual OTE ranges are outlined below, in addition to equity and benefits.
    • $130,000 - $144,500 [California, New York, Washington]
    • $117,000 - $130,000 [Massachusetts, Washington DC, Colorado, Illinois, Oregon, Texas, New Jersey, Rhode Island, Pennsylvania]
    • $110,000 - $123,000 [All other states]

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.

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.

What You'll Do Day-to-Day:

• 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

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 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 (eg Outreach), in-product guides (eg Pendo), and Customer Success platforms (eg Vitally, Gainsight, Salesforce).
• Experience mentoring or coaching newer team members.

Benefits:

• Highly competitive salary & equity
• 10-year window to exercise your stock options
• Supportive Flexible Time Off program
• 16 paid holidays, including regular company-wide wellness days
• Best-in-class medical, dental & vision insurance
• $1,200 annual stipend for learning and development opportunities
• 16 weeks of Paid Parental Leave for birthing and non-birthing parents
• New Parent Perks totaling $1,500 and flexibility upon return to work

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