[Hiring] Enterprise Customer Success Manager @Gem

Role Description

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.

• 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 ongoing 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

Qualifications

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

Company Description

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 renowned investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
• Recognized as Forbes America's Best Startup Employers 2025
• Great Place to Work Certified, 2024
• Fortune Best Workplaces for Millennials, 2023