Customer Success Manager

UserGems is an AI command center for go-to-market teams, providing advanced contact data to enhance sales and marketing efforts. The Customer Success Manager will play a crucial role in ensuring customer satisfaction and success by managing renewals and expansions while navigating technical and commercial challenges.

Responsibilities:

• 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

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
• 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