Customer Success Manager

As a Customer Success Manager at UserGems, you’ll 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.

We’re looking for someone who is passionate about making customers successful by retaining and growing their business through value delivery and relationship building. At UserGems, you’ll join a team that is driven by curiosity to learn the ‘why’ before guiding the ‘what’ to do, has a high bias toward action and getting things done, and focused on solving problems in a fast-paced and changing environment.

• →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 customer’s 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 isn’t 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

• 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

• 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

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.