Customer Success Manager - Enterprise

Gearset; Cambridge; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible home working

Learning budget

Pension matching

Life insurance

Gym membership

Long Term Incentive Plan

Free lunch in the office

25 days holiday

Job summary

Gearset is hiring a Customer Success Manager - Enterprise to own a focused portfolio of about 40 high-value accounts, building trusted relationships with senior stakeholders and turning technical outcomes into clear business value. You will develop success plans, drive adoption across the Gearset platform, and partner with Account Managers, DevOps Architects, and product teams.

You’ll manage retention and growth, lead executive presentations and QBRs, and work across time zones to support US

Qualifications

• Experience in a commercially focused Customer Success role, ideally with enterprise or strategic customers.
• Proven track record of growth or expansion targeting in high-value accounts.
• Ability to build relationships with senior stakeholders and communicate clearly with technical and business audiences.

Responsibilities

• Own a focused portfolio of around 40 enterprise customers, building trusted relationships with senior stakeholders.
• Lead strategy for each account and collaborate across Gearset teams to enable revenue and retention.
• Develop customer success plans that align customer goals with outcomes and drive adoption of Gearset.
• Present compelling business cases and QBRs to executives, remotely or in person.
• Identify risks early and implement plans to protect retention and value.

Skills

Customer relationship management

Strategic account management

Executive communication

Tools

Salesforce

Job description

It’s an exciting time to join Gearset. As a product-driven company, we’ve created the most trusted Salesforce DevOps platform in the market. As our customer base grows, so does the opportunity to deepen the value we bring to it. Our culture is built on trust, transparency and collaboration, with real ownership and the autonomy to make an impact. With world-class Sandler training, an annual learning budget and experienced teammates to learn from, you’ll have plenty of opportunities to keep developing your career.

Our Enterprise Customer Success team works with some of Gearset’s largest and most strategic customers. In this role, you’ll own a focused portfolio of around 40 high-value accounts, building trusted relationships with senior stakeholders and taking responsibility for customer strategy, retention and growth. You’ll bring together the right people from across Gearset to help customers achieve their goals, spot opportunities and risks early, and turn technical outcomes into clear business value.

What’s the opportunity for a Customer Success Manager - Enterprise at Gearset?

• Own a focused portfolio of around 40 enterprise customers, including some of the world’s largest organisations.
• Take responsibility for growth, retention and long-term customer value in this senior, quota-carrying role.
• Lead the strategy for each account, building strong executive relationships and bringing together the right people from across Gearset, including Account Managers, DevOps Architects, and product teams.
• Build and own customer success plans that connect customers’ goals with clear outcomes, working closely with Executive Account Managers on commercial execution.
• Develop a deep understanding of each customer’s priorities and DevOps maturity, identifying opportunities to increase adoption and introduce other parts of the Gearset platform where they add value.
• Turn technical outcomes into clear business value for senior technical and business stakeholders.
• Spot risks early and put practical plans in place to protect retention and strengthen the customer relationship.
• Bring the customer perspective back into Gearset, sharing useful feedback and insights that help inform our product and go-to-market decisions.

What you’ll achieve

• Drive sustainable growth across some of Gearset’s most strategic customer relationships.
• Maintain strong retention while increasing the value customers get from Gearset over time.
• Build trusted relationships with complex, global organisations and become a valued partner to their teams.
• Lead effective executive presentations, demos, QBRs and business cases, both remotely and in person.
• Help set a high standard for enterprise Customer Success at Gearset, sharing what works and helping the wider team develop.

About you

• You have strong experience in a commercially focused Customer Success role, ideally working with enterprise or strategic customers.
• You’ve owned growth or expansion targets and can show how you’ve grown and retained complex, high-value accounts.
• You’re comfortable building relationships with senior stakeholders, understanding their priorities and communicating clearly with both technical and business audiences.
• You have the technical curiosity to understand Salesforce, DevOps practices and the Gearset platform in depth, and can turn that understanding into useful conversations with customers.
• You’re organised and proactive, and you’re comfortable taking ownership while collaborating with others to get the best outcome for customers.

Great to haves

• Experience working with large, global organisations.
• Experience in meeting customers in person and leading executive QBRs.

Benefits (the stuff you'd expect!)

• This is a full time opportunity, working Monday to Friday with the option of flexible home working (for most of us that looks like 2-3 days a week in the office).
• You’ll be supporting US customers, so you’ll need some flexibility to work across different time zones. Our flexible working policy helps balance this, giving you the freedom to adjust your start and finish times when needed.
• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year
• Top end hardware provided
• Opportunity to join our Long Term Incentive Plan
• Free lunch in the office
• 25 days holiday plus bank holidays (with the option to buy an extra 5 each year)
• Company Pension Plan (matching up to 5%)
• Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
• Bupa Menopause Plan offering specialist consultations and support
• Life Insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits