About Gem
 
Gem is building the platform for modern recruiting. Our software empowers recruiters to source and engage with candidates at scale, and gives talent leaders data and insights to operate their teams more efficiently. Our customers are savvy recruiting teams from industry-leading companies — like Twilio, Robinhood, Peloton, and Gusto — who understand that getting the best talent in the market is key to maintaining their competitive advantage.
 
With $148M in funding led by ICONIQ, Greylock, and Accel at a $1.2B valuation, Gem has become one of the fastest-growing SaaS companies at its scale. In the last year, we tripled ARR, made Y Combinator’s Top Companies list, and were recognized as a great place for career growth and diversity by Comparably. 
 

The Team & Role 

Gem believes in putting the customer at the center of everything we do. The Customer Success Management team is the secret sauce to make that a reality. The team’s mission is to build, deepen, and grow relationships with customers to make customers for life. Through this partnership, CSMs become our customers’ advocate within Gem. Put another way, CSMs are the connective tissue that aligns the larger Gem team to best serve our customers and drive product adoption, success, and satisfaction.
 
We are seeking an experienced customer success professional with demonstrated success in developing and scaling new customer on-boarding and implementation processes; project planning; user training; influencing customer behavior; building relationships with Director and VP level executives; and identifying up-sell opportunities.
 

Responsibilities:

  • Ensure a high level of customer success through relationship management, product implementation & training
  • Ability to work with a moderately technical and complex product that requires extreme attention to detail
  • Ensure a high renewal and growth rate in the current customer base in partnership with the Account Executive team
  • Function as a communication channel between customers and the Gem Engineering and Product team by providing useful, actionable and detailed product feedback in an organized way
  • Develop and document scalable customer success practices and processes
  • Help to generate new sales opportunities by driving referrals from happy customers

Requirements:

  • Experience in a post-sales role, with a demonstrated ability to ensure a high level of customer success
  • Willingness to work in a true startup environment and take on new and unexpected challenges with positivity and creativity
  • Ability to use data to tell a story, share insights internally and externally, and influence customers
  • Consultative approach to partnerships, with a willingness to constructively challenge customers
  • Experience with sales and customer success platforms and tools (e.g. Intercom, Salesforce)
  • Experience managing and prioritizing multiple projects in an organized fashion with high attention to detail
  • Extensive experience collaborating cross-functionally with Sales, Engineering, Product, and Design
 
Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success. 
 
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com and we’ll work with you to meet your accessibility needs.
 
 

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