Customer Strategy and Operations Manager

Role Details

• Location:
• Compensation:
• This role is based 2 days per week out of our San Francisco, HQ and is not eligible for full-time remote work. 
• The annual salary range for this role is $151,000-$168,000, 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. Over 1,000 industry leaders including Anthropic, Reddit, Figma, Zillow, Robinhood, and Doordash trust Gem to fuel their growth and recognize Gem as one of the highest-satisfaction products on G2 with a 4.8/5.0 rating. The company has raised $148M from renown investors including Accel, Greylock, ICONIQ, Sapphire, and Meritech.
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.

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 Team & Role

The Customer Strategy and Operations Manager role is a unique opportunity to design, build, and execute customer programs at scale. As a member of a small but mighty Business Operations team, this individual will own scalable programs and lead initiatives to drive successful customer activation and continued product adoption.
Working closely with Customer Success and EPD (Engineering, Product, and Design), this role is extremely cross functional in nature, and successful individuals will be able to establish a clear vision, define key metrics and KPIs, and coalesce internal teams and resources to achieve program goals. 

What You’Ll Do Day-To-Day

• Design, build, and operationalize customer onboarding programs
• Effectively plan and implement thoughtful customer lifecycle management to drive customer activation, retention, and expansion 
• Define and own KPIs: Determine the optimal strategies and most effective use of resources to achieve program goals (e.g. manage a software budget and allocation of internal resources)
• Campaign management: Design, implement, optimize, and A/B test both email and product campaigns, including in-product walkthroughs, onboarding email sequences, and scaled customer touchpoints from CSMs
• User experience: Conduct user interviews and research to determine optimal product flows, sharing back insights to our EPD team
• Cross-functional collaboration: Manage multiple stakeholders and work with teams across Customer Success, Product, Engineering, and Sales teams to drive program outcomes

 

About You

• 4-7 years of experience - foundational experience in management consulting, investing, or investment banking preferred, with additional experience at a technology company an asset
• Experience leading complex and ambiguous strategic/operational initiatives
• Strong business intuition and understanding of key business drivers and operating metrics. Prior ownership of customer/user KPIs a strong plus
• Highly analytical, with strong problem-solving skills and ability to extract insights from customer & usage data. Experience with SQL or other querying languages required
• Excellent written and verbal communication skills - experience crafting effective customer-facing content and managing internal stakeholders, with proven ability to influence cross-functional groups and leadership
• Strong sense of initiative & ownership - you’re proactive and display a clear bias for action; you’re comfortable working autonomously and prioritizing the highest impact workstreams
• Prior domain exposure to product analytics, customer lifecycle, growth marketing, or customer success teams is a plus
• Prior experience at product-led growth companies also a plus

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.
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