Gem

Role Description The SMB Account Management team is responsible for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer renewals, and expansion revenue across Gem’s SMB customer base. This role partners closely with Customer Success Managers (CSMs), Sales, RevOps, Product, and Support to ensure customers realize value from Gem while identifying opportunities to grow customer partnerships over time. Unlike a traditional Renewal Manager role focused primarily on contract execution, the SMB Account Manager owns the full commercial relationship post-sale, including: - Renewals - Expansion opportunities - Commercial strategy - Risk mitigation - Customer growth planning - Stakeholder management - Forecasting This is a highly strategic, customer-facing role suited for someone who enjoys managing a high-volume book of business while balancing consultative selling, retention strategy, and operational rigor. A typical number of accounts per portfolio is around 130 accounts. What you'll do day-to-day: - Own a portfolio of SMB customer accounts and proactively manage renewals, cross sells, and upsells from early engagement through close - Build and execute renewal strategies designed to maximize GRR and minimize churn risk - Identify expansion opportunities including additional licenses, product adoption, AI solutions, ATS opportunities, and multi-product packaging - Partner with CSMs to align value realization to commercial growth opportunities - Navigate complex customer situations with strong judgment and empathy - Maintain accurate account hygiene, forecasting, and opportunity management in Salesforce and Gong - Identify opportunities to improve team processes, playbooks, and operational efficiency - Contribute to building scalable SMB retention and expansion motions Qualifications - 3+ years in a customer-facing B2B SaaS role - 2+ years of experience in account management, renewals, quota-carrying customer success, or sales - Experience owning commercial conversations including renewals, upsells, or expansions - Experience managing a high-volume book of business - Experience forecasting pipeline and renewal outcomes - Experience working cross-functionally with CSMs, Sales, Support, Product, and/or RevOps Requirements - Experience in startup or high-growth SaaS environments - Familiarity with HR tech, recruiting tech, ATS platforms, or talent acquisition workflows - Experience working with SMB or Mid-Market customers - Experience with scaled engagement motions and automation Benefits - The annual OTE for this role is $108,000 USD in addition to equity & benefits. - The range displayed on this job posting reflects the minimum and maximum target depending on the location of each candidate. - Other factors including level, job-related knowledge, skills, and experience will determine compensation. Company Description 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. 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, 2025, and 2026 - Great Place to Work Certified, 2024 - Fortune Best Workplaces for Millennials, 2023

Role Description 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. 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. Qualifications - 2+ years of experience as an Implementation Manager or in a similar Customer Success role. - Confidence in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction. - Ability to thrive in a cross-functional environment, where teamwork and communication are key. - Top-notch project management and leadership skills, with a proven ability to drive results. - Background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space. Requirements - Strong project management skills. - Passion for providing exceptional customer service. - Ability to manage cross-functional partners to deliver high-quality solutions on time and within scope. 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.

• Drive day-to-day project operations within HR and Payroll workstreams to achieve program objectives. • Ensure timeline coordination and adherence to scope, plan of record, and project controls expectations (PCE). • Develop, maintain, and manage detailed project plans and schedules, aligned with program milestones. • Collaborate closely with functional team members, SMEs, and workstream leads. • Identify, document, and manage workstream-level risks, issues, and dependencies. • Drive resolution of risks and issues within the HR/Payroll scope; escalate cross-workstream or program-level impacts as needed. • Coordinate with business owners, functional SMEs, and technical teams to ensure readiness and adoption. • Serve as the primary escalation point within the HR and Payroll workstreams, elevating broader issues to the Program Manager as needed. • Coordinate day-to-day activities with functional teams and vendors to ensure timely, high-quality deliverables. • Organize and balance detailed workstream execution with broader program alignment. • Sense of strong ownership and accountability for delivery outcomes. • Comfortable navigating ambiguity and driving clarity. • Proactive, collaborative, and effective at building strong partnerships across business, IT, and vendors.

• Edit, format, and quality-check Safety Basis documents. • Ensure documents comply with applicable DOE orders, standards, and site-specific requirements. • Improve clarity, organization, and consistency of highly technical material without altering technical intent. • Apply and enforce document standards, templates, style guides, and configuration management requirements. • Coordinate with authors, engineers, and nuclear safety analysts to resolve comments and improve document quality. • Support internal reviews, audits, and readiness activities by preparing documents for approval and submittal. • Track revisions, manage comment resolution, and maintain version control.

• Execute an enterprise-wide data strategy to modernize the core operational data store. • Transform legacy data environments into modern, cloud-native architectures. • Define data strategy, standards, and blueprints for migrating and integrating high-volume operational data. • Ensure data integrity, security, and accessibility across the enterprise. • Collaborate with ERP implementation planners, integrators, and institutional knowledge experts. • Support key institutional initiatives, including real-time analytics, AI/ML capabilities, and operational efficiency. • Work with cross-functional teams: business analysts, ERP functional consultants, developers, and infrastructure teams. • Lead architecture projects and provide technical direction to personnel. • Present architecture decisions to executive leadership. • Deliver safety-class, mission-critical software.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Gem team is on a mission to improve the lives of talent acquisition professionals everywhere. We are passionate about helping leaders get the insights they need and allowing recruiters to automate the tedious parts of their work so they can spend time on what matters to them most. Gem is experiencing incredible growth and to accelerate even faster we need experienced sellers to bring in new Large Enterprise logos. You will be an expert in positioning Gem’s modern recruiting platform and are able to learn new technology and concepts quickly in an environment of rapid change. You have a strong record of success selling technology solutions in complex situations, especially with large enterprise customers (from users to C-level executives). And as a bonus, you will get a front row seat to the exciting changes happening in the recruiting community and the opportunity to influence the future of recruiting! What you’ll do day-to-day: - Own the full prospect lifecycle from outbound lead generation through close, consistently meeting or exceeding annual quota - Drive new business by proactively identifying, targeting, and engaging enterprise accounts through strategic outbound prospecting - Navigate complex sales cycles with multiple stakeholders across Talent Acquisition, HR, IT, and the C-suite - Deliver tailored product demos and compelling value-based proposals that address prospect pain points - Apply a consultative selling approach (e.g., Value Selling) to align customer goals with Gem’s solutions - Forecast accurately and maintain up-to-date pipeline hygiene through disciplined CRM management - Act as a strategic partner to your customers, working closely with Customer Success to ensure smooth handoffs and long-term value - Provide structured feedback to Product and Engineering based on customer needs and market trends Qualifications - 10+ years of total B2B sales experience, with at least 5 years selling enterprise SaaS solutions - Proven track record of building and closing new business in greenfield or underpenetrated enterprise territories - Expert in outbound prospecting with a strong hunter mindset and deep understanding of the full sales cycle - Comfortable managing complex sales processes involving multiple stakeholders, long deal cycles, and high-value contracts - Excellent written and verbal communication skills, with the ability to engage and influence senior decision-makers - Highly organized and data-driven, with strong forecasting and pipeline management skills - Experience selling into HR and Talent Acquisition personas is a strong plus, but not required - BS/BA degree preferred 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

Role Description 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 Qualifications - 5+ years in Customer Success, 2+ years working with enterprise level 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 teams - 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 Benefits - 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] Company Description 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. 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