Level: IC4
Location: This is a hybrid role based in Gem's San Francisco, CA office.
Compensation: The base salary hiring range for this position is $159,420 - $169,280 + equity + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
About Gem- The Breakout List, 2022
- Certified as a Great Place to work, 2022
- Y Combinator Top Companies, 2022
- Fortune Best Workplaces in the Bay Area, 2022
- Design, build, and operationalize customer onboarding programs
- Effectively plan and implement thoughtful customer lifecycle management to drive customer activation, retention, and growth
- Define and own KPIs: Determine the optimal strategies and most effective use of resources to achieve program goals (i.e. 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
- 4-7 years of experience - foundational experience in management consulting, investing, or investment banking preferred, with additional experience at a technology company
- Prior experience in analytics, lifecycle marketing, growth marketing, or customer success a plus
- Prior experience at product-led growth companies a plus
- 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