Scaled Customer Success Manager

Scaled Customer Success Manager at Gem

Gem is the only AI-first all-in-one recruiting platform, integrating ATS, CRM, sourcing, scheduling, and analytics with over 800+ million profiles. Our AI-driven workflows boost recruiter productivity by up to 5x and save 30-50% on technology costs. Trusted by over 1,000 organizations like Zillow and DoorDash, Gem is highly rated on G2 and has secured $148M from leading investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech. We provide a truly connected recruiting platform, ensuring a consistent interface, unified data, smarter AI recommendations, and simplified permissions for remarkable customer 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, and Fortune Best Workplaces for Millennials 2023.

The Team & Role

At Gem, the Customer Success team is dedicated to putting the customer at the center of everything we do. We empower our customers to build exceptional teams by deeply understanding their business challenges, serving as trusted partners, aligning our all-in-one product with their objectives, and consulting on best practices. This role focuses on ensuring the success of our SMB and Mid-Market customers within the Scaled segment. You will manage a large book of business, using data to prioritize strategic 1:1 customer engagements while also partnering with Gem’s Professional Services & Revenue Operations team to lead 1:many programs. This exciting role offers the opportunity to define and shape the customer lifecycle for a key segment, directly impacting Gem’s company strategy by driving product adoption.

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 (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.

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.

Gem is an equal opportunity employer and is committed to an inclusive and transparent environment. We embrace differences and know that our diverse team is a strength that drives our success. Gem is also committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email accommodations@gem.com.

Key skills/competency

• Customer Success
• Account Management
• SaaS Operations
• Customer Lifecycle Management
• Data-driven Prioritization
• Program Management
• Product Adoption
• Cross-functional Collaboration
• Client Engagement Strategies
• Time Management