Senior Enterprise Customer Success Manager

Role Details Location: This role is eligible for remote work in the United States. Compensation: This role's annual OTE ranges are outlined below, in addition to equity and benefits. $157,000 - $175,000 [California, New York, Washington] $141,000 - $157,000 [Massachusetts, Washington DC, Colorado, Illinois, Oregon, Texas, New Jersey, Rhode Island, Pennsylvania] $134,000 - $149,000 [All other states] 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. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 800+ million profiles to source from — with AI built into every workflow. By eliminating the headaches of juggling multiple tools, Gem helps customers boost recruiter productivity by up to 5x while saving 30-50% on technology costs. Over 1,000 organizations — from startups to industry leaders like Zillow, DoorDash, and Asana — trust Gem to fuel their growth. With an industry-leading 4.8/5 rating on G2, Gem is the platform recruiters actually love to use. Gem 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. 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 2025 Great Place to Work Certified, 2024 Fortune Best Workplaces for Millennials, 2023 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 Senior 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 Partner with Implementation Manager on customer onboarding, ensuring a seamless transition to our products or services 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 within the organization, collaborating with Product & Engineering Collect and analyze customer feedback to drive product improvements and enhancements Ensure customer renewals by demonstrating sustained value, addressing churn risks proactively and partnering with Account Managers during the renewal process Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale About you: Must be able to work Eastern Timezone 5+ years in Customer Success, 2+ years working with enterprise level clients 1+ years working with Talent Acquisition or Human Resources/People Operations clients Strong business acumen and deep knowledge of Customer Success practices Customer-centric mindset Exceptional presentation, communication, and interpersonal skills Ability to collaborate effectively with cross-functional team Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders Quick and agile work style with strong attention to detail Self-motivated with a positive attitude and excitement for work Comfortable learning on the fly in a start-up environment Experience in Recruiting a plus Experience in SaaS start-up a plus 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 [email protected] we’ll work with you to meet your accessibility needs. Gem’s Candidate Privacy Notice By clicking “Submit Application”, you acknowledge and agree that you have read and understand Gem’s Candidate Privacy Statement , including the information provided on how Gem processes your personal data and your related rights as set forth therein. #LI-MF1