UserGems is the AI command center for go-to-market teams (think of it as an AI brain for sales and marketing). Powered by best-in-class contact data, its AI agents (Gem-E) automatically surface high-intent buyers, prioritize them, deploy personalized outbound, create ad audiences and ABM to drive more pipeline.
Weâre backed by top Silicon Valley VCs (Craft Ventures, Uncork Capital, Battery Ventures, Tiger Global, and more) and have hundreds of happy customers from startups to public enterprises.
About the role
As a Customer Success Manager at UserGems, youâll be at the forefront of helping customers build a rapidly evolving AI-native product, and partner with sponsors and economic buyers to make UserGems a strategic pillar of their outbound and ABM programs.
This is a high-autonomy, high-visibility role in a fast-moving environment. The product evolves quickly, customer situations are varied, and CSMs shape how a category-defining, AI-native company scales. The role is equal parts commercial and project-oriented: you own renewal and expansion outcomes, and you architect the technically-grounded, multi-stakeholder programs that deliver them. You will navigate ambiguity, build the structure that is missing, and own problems from diagnosis to resolution.
Weâre looking for someone who is passionate about making customers successful by retaining and growing their business through value delivery and relationship building. At UserGems, youâll join a team that is driven by curiosity to learn the âwhyâ before guiding the âwhatâ to do, has a high bias toward action and getting things done, and focused on solving problems in a fast-paced and changing environment.
What youâll do
Own end-to-end commercial outcomes for your book: 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 customerâs GTM stack. Diagnose adoption and performance issues (from campaign configuration to signal routing to data hygiene) and partner with the customer to resolve them
Navigate technical and commercial ambiguity. Build the structure that isnât there yet, and bring it back to the team so others benefit
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 What youâll bring
Required Qualifications
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 customersâ 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 Preferred
Experience in a high-growth SaaS environment, ideally with an AI-native or data-driven product
Familiarity with the outbound and ABM tech stack (Outreach, Salesloft, Gong, LeanData, 6sense, Demandbase, LinkedIn Ads, Marketo, HubSpot, Salesforce)
Experience writing CRM reports and list views, or comparable data literacy
Experience partnering with AMs on expansion deals inside existing books Compensation
Target annual base compensation for this role is $115Kâ$140K, plus variable compensation and equity.
Final compensation will be determined based on non-discriminatory factors such as experience, knowledge, skills, and abilities to perform in the role.
Equal opportunity
UserGems is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a team that reflects the diversity of the customers we serve.
Why you should join:
Youâll be part of a fast-growing startup as it scales from 60 employees to 100+
Customers love us! (see our Customers page and G2 Reviews). They see ROI in Closed Won revenue generated
Employees love us! (see our Glassdoor & RepVue page)
We're a remote-first company with employees across the Americas and Europe
We have weekly standups, virtual happy hours, and in-person off-sites around the world so that everyone stays connected
We are customer-focused and data-driven in everything we do
We value individual differences in the workforce and strive to make everyone feel welcomed and accepted, regardless of their skin color, gender, or sexual orientation
We offer a competitive salary and benefits
