Gearset

Customer Success Manager – Enterprise

Gearset

full-time

Posted on:

Location Type: Hybrid

Location: Cambridge • United Kingdom

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About the role

  • 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 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.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementDevOps practicesSalesforcecommercial executionrisk managementgrowth strategytechnical outcomes translationbusiness value articulationhigh-value account expansion
Soft Skills
executive communicationinfluencingpresentation skillsorganizational skillsproactivityautonomystorytellingcustomer relationship buildingstrategic thinkingmotivation