Customer Success Manager - MM

Silversmith Capital Partners; Cambridge (MA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible home working

US time zones

Development budget

Hardware provided

LTIP

Lunch in office

25 days holiday

Pension plan

Health care

Family leave

Life insurance

Wellness benefits

Job summary

Gearset is seeking a Mid-Market Customer Success Manager who will own a portfolio of 80–100 customers, focusing on retention and growth. You’ll collaborate with Account Managers and cross‑functional teams to understand goals, drive renewals, and spot expansion opportunities.

Training will grow your Salesforce DevOps knowledge, and you’ll work with US customers across time zones in a supportive, learning‑driven culture.

Qualifications

• Experience in Customer Success or Account Management with retention and growth focus.
• Able to learn technical concepts and explain them to varied audiences.
• Identify risks and opportunities and drive practical actions.
• Excellent relationship-building across technical users and senior stakeholders.
• Organised and detail oriented with portfolio management.

Responsibilities

• Manage renewal outcomes and support retention across a portfolio.
• Build trusted relationships with day-to-day users and senior stakeholders.
• Collaborate with Account Managers to identify and qualify opportunities.
• Use product usage data and signals to understand value and drive action.
• Represent customers internally to feed back improvements.
• Develop knowledge of Salesforce DevOps to discuss with technical teams.
• Own a portfolio of 80–100 customers.

Skills

Customer Success

Account Management

Relationship building

Organised / detail oriented

Tools

Salesforce DevOps

Job description

At Gearset, Customer Success is part of our wider Customer Growth team. You’ll work alongside Account Managers, CSMs, DevOps Architects and others with a shared goal: understand what our customers need, deliver a great experience, and help them get lasting value from Gearset.

As a Mid-Market Customer Success Manager, you’ll build trusted relationships with some of our largest customers, helping them achieve their goals with Gearset while supporting retention and sustainable account growth.

You don’t need to be a Salesforce DevOps expert from day one. We’ll support you with industry-recognised training and plenty of opportunities to build your technical knowledge as you grow in the role.

What's the opportunity for a Customer Success Manager - MM at Gearset?

• You’ll work with some of the world’s largest and most recognisable organisations, helping them get long-term value from Gearset.
• You'll own a portfolio of 80–100 customers, prioritising your time where it can have the biggest impact
• You'll use product usage data and account signals to understand where customers are getting value, where they're not, and what to do about it.
• You’ll take ownership of renewal outcomes across your portfolio, spotting risks early and working with customers to keep them on track.
• You’ll work closely with Account Managers to identify and qualify opportunities where Gearset can support customers further.
• You’ll build a strong understanding of your customers, from their technical challenges to their wider business priorities.
• You’ll work towards a growth target that reflects the commercial impact of strong customer relationships.
• You’ll advocate internally, working with Support, Product and Renewal Managers, pulling in the right people to get customers to a good outcome.
• You’ll collaborate with other CSMs to improve how we work, test new approaches and find better ways to deliver value for customers.
• You’ll join a supportive team where feedback, learning and sharing what works are part of how we get better together.

What you'll achieve

• Help your customers get consistent, long-term value from Gearset, supporting strong retention across your portfolio.
• Build trusted relationships with the people who use Gearset day to day, as well as senior stakeholders and decision-makers.
• Own renewal outcomes, understanding what matters to each customer and addressing risks before they become blockers.
• Recognise when a customer could benefit from more of Gearset and work with Account Managers to explore the opportunity.
• Understand the signs that a customer may be at risk and work collaboratively to get things back on track.
• Keep a clear, current picture of every account, so risks and opportunities are visible and there’s a clear plan of action in place.
• Represent your customers internally, making sure their experiences and feedback help us improve how we support them.
• Develop your knowledge of Salesforce DevOps so you can have useful, credible conversations with technical teams.

About you

• You have experience in Customer Success or Account Management, where you've been accountable for retention, growth and customer outcomes.
• You’re comfortable learning technical concepts and explaining them clearly to people with different levels of technical knowledge.
• You take the time to understand what customers are trying to achieve, identify risks and opportunities, and find practical ways forward.
• You can build effective, long-term relationships with a range of people, from technical users to senior stakeholders.
• You're organised and detail oriented, keeping track of commitments and next steps across a large portfolio so nothing slips.

Nice to haves

• Experience working with technical audiences, for example developers, admins, release managers.
• Experience using product usage data to prioritise a portfolio.

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 1-2 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%)
• 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