CSM Manager - Enterprise

Silversmith Capital Partners; Cambridge (MA); Hybrid; USD 119,000 - 172,000; Full time

Benefits offered by this job

Long Term Incentive Plan

Free lunch in the office

Hybrid work from Cambridge office

Job summary

Gearset is seeking a CSM Manager – Enterprise to lead a distributed team of Strategic and Executive CSMs. You’ll own Net Retention Rate across the segment and partner with Account Management to drive renewal and expansion opportunities. Build playbooks and a proactive operating model while staying closely connected to key accounts.

You’ll lead a team of 12, coach for performance, and collaborate with Onboarding, Renewals, Product and Enablement to improve the enterprise customer experience.

Qualifications

• Experience leading and developing Customer Success teams for large or complex customers.
• Strong coaching, feedback and performance-management capabilities.
• Understanding of NRR, health metrics and leading indicators to forecast risk.

Responsibilities

• Lead, coach and develop a distributed team of 12 Strategic and Executive CSMs.
• Own NRR across the segment and drive retention and sustainable growth.
• Partner with Account Management on growth goals, renewals and expansions.
• Define expectations, provide feedback and address performance issues.
• Build a proactive, data-driven operating model and enterprise playbooks.

Skills

Team leadership

Coaching & feedback

Performance management

Cross-team collaboration

Customer relationships

Data-driven decision making

NRR awareness

Job description

Our largest customers have complex organisations, ambitious goals and a lot invested in getting Salesforce DevOps right. As Gearset grows and our platform expands, helping those customers get lasting value from us is increasingly important to both retention and growth.

We’re looking for a CSM Manager to lead the Strategic and Executive CSMs responsible for those relationships. You’ll own Net Retention Rate (NRR) across the segment, develop an experienced team, and work closely with Account Management to make sure we spot customer risk early and turn opportunities for growth into clear plans.

There are strong foundations to build from, but we’re not looking for someone to simply keep the team running as it is. You’ll have the autonomy to raise the bar for how we coach and develop CSMs, build a more proactive and data-driven operating model, and create playbooks that help the team work consistently at enterprise scale. You’ll stay close to customers too, building executive relationships across key accounts and making sure what we learn from them feeds back into how Gearset develops.

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

• Lead, coach and develop a distributed team of 12 Strategic and Executive CSMs looking after Gearset’s largest customers.
• Own NRR across the segment, with responsibility for customer retention and sustainable growth.
• Partner closely with Account Management leadership on shared growth goals, renewal strategy and expansion opportunities.
• Create clear expectations for the team, giving useful feedback, supporting people’s development and addressing performance issues when needed.
• Build a more proactive enterprise Customer Success model, using customer data, leading indicators, AI and structured playbooks to help the team work consistently and spot risks earlier.
• Keep a close view of account health and activity, helping the team turn early signs of churn risk into practical action.
• Stay directly involved with a subset of key accounts, building relationships with senior stakeholders and supporting complex conversations or escalations.
• Work closely with Onboarding, Renewals, Product, Marketing and Enablement to improve the experience our enterprise customers have across Gearset.
• Bring insights from our largest customers back into Gearset, helping inform our product and wider business strategy.

What you’ll achieve

• Develop an effective Enterprise CSM team with clear expectations, regular coaching and an environment where people can keep learning and developing.
• Deliver against the segment’s retention and growth goals, with more accurate forecasting and earlier action on customer risk.
• Establish a repeatable, data-driven way of working that gives the team clarity while leaving room for good judgement.
• Help CSMs build deeper relationships with senior stakeholders and connect the technical outcomes Gearset delivers to wider customer priorities.
• Strengthen how Customer Success and Account Management work together across our most important accounts.
• Develop trusted relationships with senior stakeholders at key customers and act as a point of escalation when they need additional support.
• Help shape how enterprise Customer Success develops at Gearset as our customer base and platform continue to grow.

About you

• You have experience leading and developing Customer Success teams working with large or complex customers, with a thoughtful approach to coaching, feedback and performance management.
• You understand the commercial side of Customer Success and how strong customer relationships contribute to retention and growth.
• You’ve used metrics such as NRR, account health and leading indicators to understand performance, forecast risk and decide where to focus.
• You can build trusted relationships with senior customer stakeholders and stay close to customers, including supporting complex conversations or escalations when needed.
• You collaborate well across teams, make decisions when you don’t have every piece of information, and are open to improving established ways of working.

Great to haves

• Experience working in SaaS or another technical product environment, particularly with large, global organisations.

Benefits (the stuff you'd expect!)

• This is a full-time opportunity, working Monday to Friday. We work on a hybrid basis from our Cambridge office, and for this role we’re looking for someone who can join us in the office around two days a week.
• You’ll work with a global team and customer base. There’s no expectation to routinely work US hours, but you’ll sometimes need to support important customer conversations or escalations outside standard UK hours.
• Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1,500 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%.
• Bupa health care.
• 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.