Role Details

Location: Remote in the United States. This role is eligible for remote work.

Compensation: The OTE annual salary range for this role is $110,000 - $152,000 in addition to equity & benefits.

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 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 believes in putting the customer at the center of everything we do, and our 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 do this by deeply understanding our customers’ business challenges, serving as their trusted partners and advocates, aligning our all-in-one product with their objectives, and consulting on best practices.

We are seeking a dynamic and highly organized Implementation Manager to join our Customer Success team at Gem. As an Implementation Manager, you will be responsible for overseeing the successful deployment and integration of our platform for new clients. You'll collaborate directly with our customers to help them achieve their business goals, all while ensuring a seamless onboarding experience and smooth adoption of our software.

The ideal candidate will have 2+ years experience in implementation, strong project management skills, and a passion for providing exceptional customer service. You will manage cross-functional partners to deliver high-quality solutions on time and within scope.

What You’ll Do Day-to-Day:

Understand and Strategize: Dive deep into our customers' business needs to design a customized implementation plan that aligns perfectly with their goals for Gem.
Manage Relationships: Lead and collaborate with both internal and external stakeholders throughout the onboarding journey, ensuring a smooth and successful process from start to finish.
Tailor Gem’s Platform: Leverage your expertise to configure and personalize Gem’s platform, ensuring it fits seamlessly with the unique requirements of each client.
Solve Challenges: Proactively identify and tackle any hurdles that come up during the implementation process, ensuring a flawless experience.
Drive Adoption: Lead engaging 1:1 and group training sessions, sharing best practices to ensure customers use Gem to its fullest potential and achieve their desired outcomes.
Collaborate Across Teams: Regularly communicate with Product and Engineering teams to share customer insights and feedback, helping shape future product improvements.
Champion the Customer: Serve as the voice of the customer throughout the onboarding process, advocating cross-functionally to enhance Gem’s offerings and ensure the best experience possible.
Refine Processes: Continuously improve and document onboarding processes to maximize adoption, shorten timelines, and deliver exceptional customer satisfaction.

About You:

You bring 2+ years of experience as an Implementation Manager or in a similar Customer Success role.
You’re confident in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction.
You thrive in a cross-functional environment, where teamwork and communication are key.
Your project management and leadership skills are top-notch, and you know how to drive results.
You have a background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space, which will give you an edge in this role.

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

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 accommodations@gem.com 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.