Enterprise Customer Success Lead — Growth & Strategy

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

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.