Scaled Customer Success Manager

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.

Requirements

• 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.

Benefits

• 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