Senior Enterprise Customer Success Manager

Role Details

Location:Remote, US. This role is eligible for remote work.Compensation:The annual OTE range for this role is $134,000 - $175,000, 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 company has raised $148M in funding from Accel, Greylock, ICONIQ, and more. 

The Team & Role 

Gem puts the customer at the center of everything we do. Our Customer Success team is the secret to making that a reality. The Customer Success team is passionate about helping recruiters become more efficient, and are the driving force for the organizational change that helps our customers realize the full potential of Gem. 
The Enterprise Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our enterprise-level customers. This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment. The Enterprise Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer's needs and helping to identify opportunities for growth.

What You’ll Do Day-to-Day:

• Manage portfolio of roughly 20-25 enterprise accounts (>2500 employees) 
• Build and nurture strong, enduring relationships with Director and VP-level stakeholders
• Drive product adoption of Gem through on-going guidance, training and customized solutions that align with each customer’s unique needs and objectives 
• Develop and execute customer success plans, tracking progress and adjusting as needed
• Run and maintain regular customer calls and Quarterly Business Reviews (QBRs)
• Identify opportunities for upselling and cross-selling and surface these to Account Manager
• Advocate for customer needs wit