Senior Enterprise Customer Success Manager

Role Details

• Location:
  • 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.
  • $157,000 - $175,000 [California, New York, Washington]
  • $141,000 - $157,000 [Massachusetts, Washington DC, Colorado, Illinois, Oregon, Texas, New Jersey, Rhode Island, Pennsylvania]
  • $134,000 - $149,000 [All other states]

About Gem

• Forbes America's Best Startup Employers 2025
• Great Place to Work Certified, 2024
• Fortune Best Workplaces for Millennials, 2023

The Team & Role 

What you’ll do day-to-day:

• 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 

About you:

• Must be able to work Eastern Timezone 
• 5+ years in Customer Success, 2+ years working with enterprise level clients
• 1+ years working with Talent Acquisition or Human Resources/People Operations 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 
• Experience in Recruiting a plus 
• Experience in SaaS start-up a plus