Customer Strategy and Operations Manager

Role Details

• Location:
  • This role is based 2 days per week out of our San Francisco, HQ and is not eligible for full-time remote work. 
• Compensation:
  • The annual salary range for this role is $151,000-$168,000, in addition to equity & 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.

About Gem

Gem is the only AI-first all-in-one recruiting platform. Over 1,000 industry leaders including Anthropic, Reddit, Figma, Zillow, Robinhood, and Doordash trust Gem to fuel their growth and recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating. The company 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:

• Cut costs through consolidation: Replace your scattered recruiting tools with one AI-powered platform for ATS, CRM, sourcing, scheduling, and analytics. Reduce spend on expensive sources of talent and eliminate redundant point solutions.
• Maximize recruiter productivity: Get up to 5x efficiency gains with AI built into every workflow — from sourcing talent and reviewing applications to scheduling interviews and managing candidates. With all products working better together, recruiters spend less time switching systems and more time building relationships.
• Unlock data-driven recruiting: Get access to analytics across the recruiting funnel without complex BI tools. From pipeline metrics to hiring forecasts, Gem helps you make data-driven decisions and demonstrate impact.
• Use AI that actually works: Get better results from AI that learns from all your recruiting data. With insight into every candidate touchpoint and interaction, Gem AI makes smarter decisions about who to engage and how.
• Work with software built for recruiters: Use a platform designed around how recruiters actually work, not a collection of technical features. Quick implementation, intuitive workflows, and clear analytics make Gem the solution teams actually use and trust.

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 2024
• Great Place to Work Certified, 2024 - And we landed at number #13!
• Fortune Best Workplaces for Millennials, 2023

The Team & Role 

The Customer Strategy and Operations Manager role is a unique opportunity to design, build, and execute customer programs at scale. As a member of a small but mighty Business Operations team, this individual will own scalable programs and lead initiatives to drive successful customer activation and continued product adoption.
Working closely with Customer Success and EPD (Engineering, Product, and Design), this role is extremely cross functional in nature, and successful individuals will be able to establish a clear vision, define key metrics and KPIs, and coalesce internal teams and resources to achieve program goals. 

What You’ll Do Day-to-Day

• Design, build, and operationalize customer onboarding programs
• Effectively plan and implement thoughtful customer lifecycle management to drive customer activation, retention, and expansion 
• Define and own KPIs: Determine the optimal strategies and most effective use of resources to achieve program goals (e.g. manage a software budget and allocation of internal resources)
• Campaign management: Design, implement, optimize, and A/B test both email and product campaigns, including in-product walkthroughs, onboarding email sequences, and scaled customer touchpoints from CSMs
• User experience: Conduct user interviews and research to determine optimal product flows, sharing back insights to our EPD team
• Cross-functional collaboration: Manage multiple stakeholders and work with teams across Customer Success, Product, Engineering, and Sales teams to drive p