Senior Manager
Enterprise Customer Success
Posted on 2/3/2024
INACTIVE
Gem

201-500 employees

Modern recruiting platform
Company Overview
Gem is on a mission to modernize the recruiting industry. The company does this by bridging the gaps between candidates and recruiters using technology.
B2B

Company Stage

Series C

Total Funding

$148.1M

Founded

2017

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

-7%

1 year growth

-2%

2 year growth

21%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Marketing
CategoriesNew
Customer Success & Support
Requirements
  • 2+ years experience in a leadership role
  • 5+ years in Customer Success, Account Management or Consulting, with high preference for experience in an enterprise environment
  • Strong leadership and team management skills with a track record of developing high-performing teams
  • Excellent communication, presentation, and interpersonal skills
  • Strong problem-solver
  • Strategic mindset
  • Self-motivated with a positive attitude and excitement for work
  • Familiarity with technology and ability to learn new tech quickly
  • Analytical mindset with the ability to derive insights from customer data
  • Experience in Recruiting industry is highly desirable
Responsibilities
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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 customer needs and drive product enhancements
  • Work closely with sales, marketing, product, and support teams to ensure alignment in customer strategies and initiatives
  • Provide input on product roadmap based on customer insights and industry trends
Desired Qualifications
  • Experience in Recruiting industry