Scaled Customer Success Manager Job at Gem

Scaled Customer Success Manager

Gem

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

110000.00 - 144500.00 USD / Year

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Job Description:

Gem believes in putting the customer at the center of everything we do and the Customer Success team is committed to making that a reality. The Customer Success team at Gem empowers our customers to build exceptional teams that fuel their company's mission. 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. In this exciting and evolving role, you will have the opportunity to define and shape the customer lifecycle for the scaled segment of Gem’s customers. The impact of your work to drive successful adoption of our products ties directly to Gem’s company strategy.

Job Responsibility:

Be an expert in the full range of Gem’s suite of products
Drive efficient, thorough, and complete onboarding of new Gem customers
Balance priorities and multiple tasks supporting implementation, follow-up, and proactive outreach
Proactively identify customers who are at risk, and mitigate through selective 1:1 account management
Identify opportunities for upsell and cross-sell for Gem’s new product suite and surface these to Account Executives
Partner closely with the Product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed
Drive product adoption by leading 1:many programs (email campaigns, webinars, office hours) in partnership with Gem’s Professional Services & Revenue Operations team
Identify areas of opportunity where we could automate and scale the customer lifecycle to cover more clients and take a proactive role in building new programs that enable the team to scale

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
Comfort learning and working in a start-up environment

Nice to have:

Early or first hire at a fast-growing SaaS startup
Familiarity with email outreach tools (eg Outreach), in-product guides (eg Pendo), and Customer Success platforms (eg Vitally, Gainsight, Salesforce)
Experience mentoring or coaching newer team members

What we offer:

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

Additional Information:

Job Posted:
February 08, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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