About Gem

Gem is the only AI-first all-in-one recruiting platform. It brings together your ATS, CRM, sourcing, scheduling, and analytics — plus 650+ 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 Anthropic, 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.

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:

• Cut costs through consolidation: Replace your scattered recruiting tools with one AI-powered platform for ATS, CRM, sourcing, scheduling, and analytics. Reduce spend on expensive sources of talent and eliminate redundant point solutions.

• Maximize recruiter productivity: Get up to 5x efficiency gains with AI built into every workflow — from sourcing talent and reviewing applications to scheduling interviews and managing candidates. With all products working better together, recruiters spend less time switching systems and more time building relationships.

• Unlock data-driven recruiting: Get access to analytics across the recruiting funnel without complex BI tools. From pipeline metrics to hiring forecasts, Gem helps you make data-driven decisions and demonstrate impact.

• Use AI that actually works: Get better results from AI that learns from all your recruiting data. With insight into every candidate touchpoint and interaction, Gem AI makes smarter decisions about who to engage and how.

• Work with software built for recruiters: Use a platform designed around how recruiters actually work, not a collection of technical features. Quick implementation, intuitive workflows, and clear analytics make Gem the solution teams actually use and trust, earning us an industry-leading 4.8/5 rating on G2.

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:

• Forbes America's Best Startup Employers 2024

• Great Place to Work Certified, 2024 - And we landed at number #13!

• Fortune Best Workplaces for Millennials, 2023

The company has raised $148M in funding from Accel, Greylock, ICONIQ, and more.

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 Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our 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 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 60-75 accounts in our Commercial segment (SMB and Midmarket companies with <2500 employees)
Own customer onboarding, ensuring a seamless transition to our products or services
Drive product adoption of Gem through on-going guidance and training that align with each customer’s needs and objectives
Build and nurture strong, relationships with various personas on the customer side; including Directors and above
Develop and execute customer success plans, proactively identifying and mitigating churn risk, 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
Collect customer feedback to advocate for their needs within the organization, collaborating with Product & Engineering to drive product improvement and enhancement
Ensure customer renewals by demonstrating sustained value 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:

3+ years in Customer Success, Account Management or Consulting
5+ years work experience
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 and working in a start-up environment
Experience in SaaS start-up a plus
Experience in Recruiting 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 peopleops@gem.com and 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.