Enterprise CSM Leader: Growth, NRR & Strategy

Gearset; Cambridge; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

LTI Plan

Lunch in office

Hybrid work

Pension Plan

Health benefits

Job summary

Gearset is seeking a CSM Manager to lead the Strategic and Executive Customer Success Managers serving our largest customers from a Cambridge-based, hybrid work environment. You will own Net Retention Rate (NRR) across the segment, build an experienced team, and closely partner with Account Management to spot customer risk early and convert opportunities into clear growth plans.

This role offers autonomy to raise the bar for coaching, develop a proactive operating model, and create enterprise

Qualifications

• Experience leading Customer Success teams with large or complex customers.
• Understanding of retention and growth metrics (NRR, leading indicators).
• Ability to build trusted relationships with senior customer stakeholders.

Responsibilities

• Lead and develop a distributed team of 12 Strategic and Executive CSMs.
• Own Net Retention Rate across the segment and drive renewal and growth strategies.
• Partner with Account Management on renewals and expansion opportunities.
• Create clear expectations, provide coaching, and address performance issues as needed.
• Develop a proactive, data-driven operating model and enterprise playbooks to identify risks earlier.
• Maintain executive relationships with key accounts and support complex conversations or escalations.
• Collaborate with Onboarding, Renewals, Product, Marketing and Enablement to improve enterprise customer experience.

Job description

Gearset is seeking a CSM Manager to lead the Strategic and Executive Customer Success Managers serving our largest customers from a Cambridge-based, hybrid work environment. You will own Net Retention Rate (NRR) across the segment, build an experienced team, and closely partner with Account Management to spot customer risk early and convert opportunities into clear growth plans.

This role offers autonomy to raise the bar for coaching, develop a proactive operating model, and create enterprise