• 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

• Own Engagement at Partner Schools • Build a Student Movement • Amplify Student Voices • "Vibe code", automate, scale

• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development. • Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar. • Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in. • Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion. • Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional. • Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place. • Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.