About Crexi Crexi is reimagining commercial real estate with an AI-powered platform built to deliver smarter, more efficient solutions at every stage of the deal lifecycle. From real-time data and market insights generated by Crexi Intelligence, to targeted property marketing and seamless deal management through Crexi PRO, and a transparent, time-bound bidding experience with Crexi Auction— Crexi enables users to evaluate opportunities, maximize exposure, and close with speed and confidence. To date, Crexi has facilitated over $1 trillion in transactions, 8.6 billion square feet leased, and supports a growing community of more than 2 million monthly active users. Crexi’s mission is to catalyze the next generation of commercial real estate through three core pillars: Access, Innovation, and Connection. Crexi’s platform democratizes CRE by providing unprecedented access to market insights and opportunities, accelerates CRE dealmaking with purpose-built technology that enhances speed and transparency; and empowers CRE professionals with a centralized platform designed for real-time collaboration and success. About This Role: Crexi is growing, and we’re looking for a relationship-driven, customer-focused CSM who thrives on helping clients succeed while driving meaningful business outcomes. This role is all about deep customer engagement, value reinforcement, retention, and expansion across your portfolio. As a Customer Success Manager, you’ll build strong, consultative relationships with clients to ensure they are fully leveraging Crexi and achieving measurable results. You’ll be confident leading renewal and expansion conversations, skilled at reading customer needs, and committed to staying responsive and proactive. You’ll join a fast-moving, collaborative team where every interaction you have directly contributes to customer satisfaction, long-term retention, and overall revenue growth. What You’ll Do Engage customers consistently and proactively—maintaining high call volume and meaningful touchpoints that reinforce value, deepen relationships, and surface new opportunities. Drive platform adoption through ongoing education, best-practice sharing, and strategic conversations about how to maximize Crexi’s impact on their business. Lead renewal, retention, and expansion discussions confidently, positioning Crexi as an essential part of the customer’s workflow. Manage customer SLAs to ensure timely, accurate responses and a smooth, reliable experience across every interaction. Build and maintain strong multi-level relationships with key stakeholders to ensure account health and long-term success. Identify cross-sell and upsell opportunities by understanding customer goals, challenges, and product usage trends, partnering internally as needed to drive outcomes. Act as the customer’s advocate internally, providing actionable feedback to Product, Sales, Marketing, and leadership. Serve as a trusted Crexi expert, offering industry insight, product knowledge, and strategic guidance to help customers achieve their goals. Who You Are

• Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers with our largest customers • Proactively monitor the health score of clients and engage at key lifecycle points • Conduct strategic account planning that includes quarterly business reviews and success plans • Act as the 'voice of the customer' in internal meetings with our Product, Services, Marketing, or Senior Leadership teams on how we can maximize value and resolve concerns with a sense of urgency • Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals • Utilize technology such as Gainsight, Salesforce, Gong, and other applications to document and support client lifecycle • Collaborate productively with Account Managers to ensure the successful retention of customers and identification of expansion opportunities • Serve as a mentor, subject matter expert, and training resource for other members of the Customer Success team

• Ownership of Portfolio Intelligence: Monitor customer engagement and product usage signals to identify early risk indicators and prioritise accounts using structured frameworks • Revenue Retention & Renewal Support: Support renewal readiness initiatives by identifying churn patterns and assisting in strategies that improve Gross Revenue Retention (GRR) • Engagement & Revival Initiatives: Design and execute structured engagement experiments to improve account activity and customer outcomes • Portfolio Reviews & Strategic Insights: Prepare portfolio summaries and present prioritisation logic, risk segmentation, and action plans • Systems & Process Contribution: Assist in building dashboards, lifecycle triggers, and scalable mechanisms that improve customer success operations

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