Strategic Customer Success Manager — Growth & Scale

Silversmith Capital Partners; Cambridge (MA); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Hybrid work schedule

Long Term Incentive Plan

Learning budget £1500 per year

Top-end hardware provided

Free lunch in the office

25 days holiday plus bank holidays

Company pension plan (5% match)

Bupa healthcare

Life insurance & critical illness

Job summary

Gearset is seeking a Customer Success Manager - Scale to manage a large, diverse portfolio of customers, building trusted relationships and driving expansion. You’ll identify opportunities for deeper adoption, collaborate with Account Managers to surface commercial momentum, and champion customer outcomes across our SaaS platform.

You’ll own discovery conversations, understand each customer’s Salesforce DevOps maturity, and help customers achieve measurable value while protecting retention and

Qualifications

• Experience in a B2B customer-facing role such as Customer Success, Account Management, or Sales.
• Commercially curious with ability to identify growth opportunities.
• Confident leading discovery conversations and conveying complex topics clearly.

Responsibilities

• Own a portfolio of approximately 500 accounts and build trusted relationships.
• Identify expansion opportunities and drive product adoption across your portfolio.
• Lead discovery calls and customer conversations to understand goals and challenges.
• Collaborate with Account Managers, Product, Marketing, and Support to achieve meaningful outcomes.
• Identify early signals of risk and help customers stay on track.

Skills

Customer Success

Account Management

Discovery Calls

SaaS

B2B

Job description

Gearset is seeking a Customer Success Manager - Scale to manage a large, diverse portfolio of customers, building trusted relationships and driving expansion. You’ll identify opportunities for deeper adoption, collaborate with Account Managers to surface commercial momentum, and champion customer outcomes across our SaaS platform.

You’ll own discovery conversations, understand each customer’s Salesforce DevOps maturity, and help customers achieve measurable value while protecting retention and