Strategic SMB Customer Success Manager — Flexible Hybrid

Gearset; England; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Long Term Incentive

Development budget (£1,500/year)

Hardware provided

Free lunch in office

Holiday allowance + 5 days

Pension & health cover

Gym discounts

Job summary

Gearset is seeking a Customer Success Manager for SMB to own a portfolio of ~500 accounts, acting as a trusted advisor and driving adoption, expansion, and retention. You’ll work across Account Managers to surface opportunities and keep customers on a path to success.

You’ll engage customers across time zones, prioritise outreach, and contribute to a scalable customer experience while building strong, lasting relationships. A flexible hybrid setup is encouraged.

Qualifications

• Experience in a B2B customer-facing role such as Customer Success, Account Management, or Sales.
• Commercially curious with a focus on growing customer relationships.
• Confident in speaking with customers and leading discovery conversations.
• Able to convey complex technical topics clearly and eager to learn.
• Highly organised with ability to manage a large portfolio.

Responsibilities

• Own a large portfolio of customers and build relationships.
• Identify expansion opportunities and protect retention.
• Prioritise outreach to ensure right customers receive appropriate attention.
• Understand Salesforce DevOps maturity to drive adoption and expansion.
• Collaborate with Account Managers to surface opportunities.
• Identify early signals of risk and engage customers to stay on track.
• Represent customer feedback to product, marketing, and sales.
• Contribute ideas to improve engagement at scale.

Skills

Customer Success

Account Management

Sales

Communication

Organisation

Discovery calls

Job description

Gearset is seeking a Customer Success Manager for SMB to own a portfolio of ~500 accounts, acting as a trusted advisor and driving adoption, expansion, and retention. You’ll work across Account Managers to surface opportunities and keep customers on a path to success.

You’ll engage customers across time zones, prioritise outreach, and contribute to a scalable customer experience while building strong, lasting relationships. A flexible hybrid setup is encouraged.