Customer Success Manager – SMB

Overview

You will manage a sizeable SMB portfolio, acting as a trusted advisor to help customers achieve Salesforce DevOps goals and realize value from Gearset. By driving retention, adoption, and expansion, you partner with cross-functional teams to scale success. You’ll work with a mix of global logos and growing SMBs, shaping how Gearset delivers ongoing impact. This role offers ownership, collaboration, and opportunities to influence product and strategy as you help customers scale their DevOps journey.

Pay / Benefits

• Long Term Incentive scheme
• Personal development budget
• Hybrid working
• 25 days holiday + bank holidays (buy option)
• Company pension (matching up to 5%)
• Bupa health care and life insurance

Responsibilities

• Own and manage a portfolio of ~500 accounts, building deep relationships to understand goals and value opportunities
• Identify expansion opportunities, protect retention, and increase product adoption across your portfolio
• Conduct structured outreach and discovery to prioritize where to engage, ensuring the right customers receive appropriate attention
• Develop deep understanding of each customer’s Salesforce DevOps maturity, challenges, and ambitions to spot deeper adoption opportunities
• Collaborate with Account Managers to surface and progress commercial opportunities and support long-term customer success
• Identify early risk signals and proactively engage customers to maintain trajectory
• Voice customer feedback internally to product, marketing, and sales to improve experience
• Contribute ideas and experimentation to improve customer engagement at scale

Key requirements

• B2B customer-facing experience (Customer Success, Account Management, or Sales)
• Commercially curious with ability to uncover growth opportunities
• Confident in guiding discovery calls and conversations to understand goals and challenges
• Ability to explain complex technical topics clearly and a strong desire to learn
• Highly organized with ability to manage a large portfolio and prioritize effectively
• Nice to have: experience in a B2B SaaS environment

• communication
• relationship-building
• commercial mindset
• curiosity
• organized prioritization
• collaboration across functions

…