Customer Success Program Manager

About Gem

  Gem’s mission is to help companies hire great teams. Our talent engagement platform enables recruiting teams to build relationships that lead to diverse, high-quality talent pipelines, a great candidate experience, and predictable hiring at any scale. By creating a source of truth for all relationships with talent, Gem can automate personalized outreach, while also generating insights about the entire recruiting process.   Our customers are savvy recruiting teams from industry-leading companies — like Dropbox, Grammarly, Doordash, Cisco, McDonalds — who understand that getting the best talent in the market is key to maintaining their competitive advantage.   With funding from key investors such as, ICONIQ, Greylock, and Accel, Gem has recently been recognized with Unicorn status, with a $1.2B valuation — becoming one of the fastest-growing SaaS companies at its scale. 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:   

• The Breakout List, 2022
• Certified as a Great Place to work, 2022
• Y Combinator Top Companies, 2022
• Fortune Best Workplaces in the Bay Area, 2022

 

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, the team becomes our customers’ advocate within Gem.    We are seeking an experienced Program Manager to design and deploy highly strategic at-scale programs for our Customer Success team. Ideally, this individual should be experienced at extracting the story from the data, designing and deploying at-scale new customer on-boarding and re-engagement programs and demonstrating empathy to solve customer problems.  This is a high impact, high leverage role that will have an immediate impact on key metrics across our full business, including product adoption and retention.  

What you’ll do day to day:

• Use data to design and deploy highly strategic Customer Success programs at-scale (i.e., (re) defining the Scaled customer journey, creating automated email outreach, developing in-product guides to drive adoption, and driving the adoption of our external learning platform) 
• Ownership of program execution end to end from initiation, setting goals & success measurements, getting stakeholders buy-in and implementation of the new processes
• Adjust project scopes and timelines in a fast-paced and dynamic environment
• Work closely and in full collaboration with stakeholders within Customer Success, Customer Marketing, Product, and Sales 
• Leverage deep product knowledge to lead technical aspects of our programs
• Responsible for enablement and change management related to programs 
• Drive strong adoption and renewal/expansion rates 

 

About you:

• 4+ years of experience in program or project management
• Preferred experience in customer success or growth marketing; establishing, facilitating, and supporting scaled client engagement programs with measurable impact (clear KPIs and goals) in driving product adoption. 
• Experience in a SaaS ecosystem preferred
• Data-driven and analytical mindset to analyze customer usage patterns, distill insights, and determine the ideal content for email campaigns, Help Center articles, webinars, and other at-scale content. 
• Systems thinking skills to understand how multiple internal technologies and external customer touch points work together, fit together, and potentially interfere with one another as we build great customer experiences
• Excellent communication skills (both written and verbal), able to explain technical issues and features to non-technical audiences in order to drive user adoption (Writing sample may be requested).
• Be a self-starter who steps up to handle new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

  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 wo