Customer Success Manager

UserGems is an AI command center for go-to-market teams, providing AI-driven insights and automation for sales and marketing. The company is backed by top Silicon Valley VCs and serves a diverse customer base.

Location: Remote (US)

Salary: $115K–$140K + variable and equity

Responsibilities

• Own end-to-end commercial outcomes for renewals, multi-year conversions, and expansion.
• Architect and execute success plans and mutual action plans that align sponsors, operators, and executives on measurable outcomes and ROI.
• Build executive relationships and deliver strategic business reviews connecting UserGems capabilities to pipeline, revenue, and team productivity.
• Go deep on the product and each customer’s GTM stack. Diagnose adoption and performance issues and partner with the customer to resolve them.
• Navigate technical and commercial ambiguity. Build the structure that isn’t there yet, and bring it back to the team.
• Serve as the voice of your customers internally, translating feedback into prioritized, actionable inputs for Product, Engineering, Marketing, and Sales.
• Contribute to the team: playbooks, process improvements, customer stories, and enablement that raise the bar for everyone.

Requirements

• 2+ years as a Customer Success Manager, Account Manager, or similar role at a B2B SaaS company, with a consistent track record of hitting commercial targets.
• Proven ability to lead commercial conversations with VP- and C-level stakeholders, including pricing, negotiation, and multi-year contract structuring.
• Desire to operate in ambiguous, fast-moving environments where the playbook either does not exist or is rapidly evolving.
• Strong technical aptitude and ownership, with the ability to independently troubleshoot product, data, and integration issues in Salesforce, HubSpot, and customers’ GTM stacks before escalating.
• Strong written and verbal communication, with the ability to distill complex topics into clear, actionable guidance.
• Program-level project management discipline: structured cadences, clear agendas, documented decisions, and consistent follow-through on multi-stakeholder programs.

Benefits

• Target annual base compensation of $115K–$140K, plus variable compensation and equity.
• Fast-growing startup environment.
• Remote-first company with employees across the Americas and Europe.
• Weekly standups, virtual happy hours, and in-person off-sites.
• Customer-focused and data-driven culture.
• Inclusive environment valuing diversity.
• Competitive salary and benefits.

Additional Information

• Originally posted on Himalayas