The Role
The Scaled Customer Success Manager will enhance customer success for SMB and Mid-Market clients by managing onboarding, engagement, and product adoption, while also identifying upsell opportunities.
Summary Generated by Built In
Role Details
About Gem
The Team & Role
What You’ll Do Day-to-Day:
About You:
Benefits:
- 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]
- This role's annual OTE ranges are outlined below, in addition to equity and benefits.
The range displayed on this job posting reflects the minimum and maximum compensation. Factors including location, level, job-related knowledge, skills, and experience will determine compensation.
Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800+ million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
With Gem, you can experience the power of a truly connected recruiting platform — one consistent interface, unified data, smarter AI recommendations, and simplified permissions. Our customers achieve remarkable results.
Just as we strive to help our customers find great talent, we also invest in our own people and culture. We are proud of the culture we’ve built and have recently been recognized as:
- Forbes America's Best Startup Employers 2025
- Great Place to Work Certified, 2024
- Fortune Best Workplaces for Millennials, 2023
Gem believes in putting the customer at the center of everything we do and the Customer Success team is committed to making that a reality. The Customer Success team at Gem empowers our customers to build exceptional teams that fuel their company's mission. We do this by deeply understanding our customers’ business challenges, serving as their trusted partners and advocates, aligning our all-in-one product with their objectives, and consulting on best practices.
We are seeking an experienced Scaled Customer Success Manager to play a crucial role in ensuring the success of our SMB and Mid-Market customers within the Scaled segment. You will be responsible for a large book of business for which you will be expected to both use data to prioritize strategic, 1:1 customer engagements as well as work in close partnership with Gem’s Professional Services & Revenue Operations team to lead 1:many programs. In this exciting and evolving role, you will have the opportunity to define and shape the customer lifecycle for the scaled segment of Gem’s customers. The impact of your work to drive successful adoption of our products ties directly to Gem’s company strategy.
- 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
Bonus Points:
- 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.
- 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
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 [email protected] and we’ll work with you to meet your accessibility needs.
Gem’s Candidate Privacy Notice
By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement, including the information provided on how Gem processes your personal data and your related rights as set forth therein.
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Top Skills
Gainsight
Outreach
Pendo
SaaS
Salesforce
Vitally
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The Company
What We Do
Gem helps talent acquisition teams hire with remarkable speed and efficiency. Our platform transforms recruiting into a strategic, data-driven function and gives every part of the organization the tools to drive results and showcase their impact. With Gem, teams can automate and personalize candidate communication, unify all recruiting touchpoints into a single system, and get usable data across the entire hiring process.
