Senior Manager, Enterprise Customer Success

Level: M5

Location: This is a remote position based in the US with a preference for San Francisco Bay Area. 

Compensation: The annual OTE salary range for this role is $177,500 - $203,000 USD
The range displayed on each job posting reflects the minimum and maximum target in San Francisco and New York. Candidates outside of these primary locations may see an adjusted compensation range.
In addition to location, other factors including level, job-related knowledge, skills, and experience will determine compensation. Certain roles may be eligible for variable compensation, equity, and benefits.

About Gem

Gem helps talent acquisition teams hire with remarkable speed and efficiency through strategic, data-driven recruiting.   With Gem, teams can automate and personalize candidate communication, unify all recruiting touch points into a single system, and get usable data across the entire hiring process. Gem gives every part of the organization the tools to drive results and showcase their impact. It's why users recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating.   Over 1,200 industry leaders, including Wayfair, Dropbox, Cintas, Robinhood, and UnitedHealth, trust Gem to fuel their growth. The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. And 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:   

• Certified as a Great Place to work, 2023
• Fortune Best Workplaces for Millennials, 2023
• Y Combinator Top Companies, 2022

 

The Team & Role 

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 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. 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 Senior Manager, Enterprise Customer Success with demonstrated success in developing and scaling Enterprise customer success teams. The Senior Manager, Enterprise Customer Success will directly manage a team of CSMs and build strategies that drive ongoing adoption initiatives, mature client relationships and will ensure that the strategies put in place drive forward the team and company goals.    This role will start off as a hybrid Individual Contributor (CSM)/Manager role for the first 12-15 months in the role and the Sr. Manager will be required to manage a small book of strategic Enterprise accounts. This role will transition to be 100% people management as the Enterprise segment grows and we hire additional CSMs.   Responsibilities:

1. Leadership and Team Management:
• Lead and mentor a high-performing team of customer success managers, ensuring a collaborative and results-driven environment.
• Provide strategic guidance, professional development, and performance feedback to team members.
2. Enterprise Client Relationship Management:
• Build and nurture strong relationships with a small book of key enterprise clients; understanding their business goals, challenges, and needs.
• Collaborate with cross-functional teams to ensure the successful implementation and ongoing support of our solutions.
3. Customer Success Strategy:
• Develop and execute a comprehensive customer success strategy for enterprise clients, focusing on customer satisfaction, retention, and expansion.
• Identify opportunities for upselling and cross-selling additional products or services.
4. Customer Advocacy:
• Cultivate a culture of customer advocacy within the team and with clients, encouraging positive testimonials, case studies, and referrals.
• Act as a liaison between customers and internal teams to address any issues and drive resolution.
5. Data Analysis and Reporting:
• Utilize customer success metrics and key performance indicators to assess team and client performance.
• Provide regular reports and insights to leadership on customer success initiatives, challenges, and opportunities.
6. Customer Feedback and Improvement:
• Gather and analyze customer feedback to identify areas for improvement in products, services, and customer experience.
• Collaborate with product and development teams to advocate for custom