Customer Success Manager - Enterprise

Silversmith Capital Partners; Cambridge (MA); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Long Term Incentive Plan

Personal development budget up to £150

Top end hardware provided

Free lunch in the office

25 days holiday + bank holidays (+5)

Company pension plan (5% match)

Bupa healthcare

Life insurance & critical illness

Job summary

Gearset is hiring a Customer Success Manager - Enterprise to own a strategic portfolio of top customers and drive growth, retention, and long-term value. You will coordinate with Account Managers and cross-functional teams to deliver outcomes and maximize customer success.

You will translate customer goals into business value, manage executive relationships, and identify opportunities for expansion while mitigating risks to protect strong GRR and NRR.

Qualifications

• Significant experience in a senior, commercially-focused CSM role.
• Proven track record of owning a number and driving expansion in complex, high-value accounts.
• Comfortable engaging, influencing, and presenting to executive-level stakeholders.
• Strong technical curiosity and credibility with Salesforce, DevOps practices, and Gearset’s platform.
• Exceptional communicator: discovery, demos, storytelling, and executive presentations.
• Highly organized, proactive, and comfortable operating with autonomy in a high-expectation environment.
• Motivated by ownership, impact, and raising the bar.

Responsibilities

• Own a portfolio of high-profile customers (≈40 accounts) and drive growth, retention, and value.
• Act as quarterback for each account, aligning Gearset resources to deliver outcomes.
• Own customer strategy and success plans; coordinate with Executive Account Managers on commercial execution.
• Identify adoption opportunities and product attach; translate outcomes into business value.
• Identify risk early and craft proactive mitigation plans to protect GRR.

Skills

Senior CSM

Account expansion

Executive storytelling

Salesforce & DevOps knowledge

Executive presentations

Autonomy

Ownership mindset

Customer relations

Tools

Salesforce

DevOps tooling

Gearset platform

Job description

It’s an exciting time to join Gearset. We’ve grown from a 7-person start-up to a team of over 350, and we’re still building. 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. People here are given real ownership and the autonomy to make an impact. We share what we know, challenge each other in the right way, and keep raising the bar together. With world-class Sandler training, an annual learning budget, and experienced teammates to learn from, this is a place where you can do some of the best work of your career.

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

• Own a small portfolio (≈40 accounts) of high-profile customers, including some of the largest organisations in the world.
• In this senior, quota-carrying role, you’ll be accountable accountable for growth, retention, and long-term customer value.
• Operate as the quarterback for each account, building executive-level relationships and orchestrating the right Gearset resources—such as Account Managers, DevOps Architects, and product teams to deliver outcomes.
• Own the customer strategy, success plan, and growth number, while coordinating closely with Executive Account Managers on commercial execution.
• Deeply understand customer goals and DevOps maturity to discover challenges and identify opportunities for increased adoption and new product attach.
• Translate technical outcomes into clear commercial and business value for senior technical and business leaders.
• Identify risk early to create proactive mitigation plans, protecting Gearset’s exceptionally high Gross Revenue Retention (GRR) in this segment.
• Represent your customers internally, influencing roadmap and go-to-market decisions through clear feedback and insight.

What you’ll achieve

• Deliver strong growth performance across Gearset’s most strategic customers.
• Maintain world-class retention while materially improving Net Revenue Retention (NRR).
• Build deep, trusted relationships with some of the most sophisticated DevOps organisations in the world.
• Confidently deliver executive presentations, demos, QBRs, and business cases, both remotely and on-site.
• You’ll be recognised internally as a leader, role model, and benchmark for customer success excellence at Gearset.

About you

• You have significant experience in a senior, commercially-focused CSM role, ideally in Enterprise or Strategic segments.
• You have a proven track record of owning a number and driving expansion in complex, high-value accounts.
• You’re comfortable engaging, influencing, and presenting to executive-level stakeholders.
• You have strong technical curiosity and credibility, with the ability to understand Salesforce, DevOps practices, and Gearset’s platform in depth.
• You have exceptional communicator: confident in discovery, demos, storytelling, and executive presentations.
• You’re highly organised, proactive, and comfortable operating with autonomy in a high-expectation environment.
• You’re motivated by ownership, impact, and raising the bar for yourself and those around you.

Great to haves

• Experience working with large, global enterprises.
• Familiarity with Salesforce and/or DevOps tooling.
• Experience in on-site customer engagement and 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 month in the office)
• Opportunity to join our Long Term Incentive Plan
• 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
• 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 healthcare
• Life insurance & critical illness cover
• Discounted gym membership, as well as a range of health and wellness benefits