Scaled Customer Success Manager

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]

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:

• 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

• 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