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

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

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 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