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

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

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.