Enterprise CSM Manager: Grow NRR & Lead High-Impact Teams

Gearset; 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

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.