Customer Success Manager – Enterprise

Overview

In this Enterprise Customer Success role, you own a focused portfolio of high-value accounts and drive long-term growth and retention. You will lead account strategy, build executive relationships, and coordinate cross-functional teams to turn technical outcomes into measurable business value. You’ll identify risks and opportunities early, shaping adoption and expansion across complex, global customers. This role offers meaningful impact by aligning customer goals with Gearset’s platform and guiding product and GTM decisions.

Pay / Benefits

• flexible home working
• Long Term Incentive scheme
• personal development budget
• top-end hardware
• 25 days holiday
• pension with up to 5% match

Responsibilities

• Own a portfolio of ~40 enterprise customers and drive growth, retention, and long-term value
• Lead account strategy and executive relationships with stakeholders across Gearset (AEs, DevOps Architects, product teams)
• Build and own customer success plans linking customer goals to measurable outcomes
• Understand customer priorities and DevOps maturity to drive adoption and cross-sell/upsell within Gearset
• Translate technical outcomes into clear business value for senior stakeholders
• Spot risks early and implement practical plans to protect retention and strengthen relationships
• Provide customer feedback and insights to inform product and go-to-market decisions
• Lead executive presentations, demos, QBRs, and business cases (remote and in person)
• Collaborate with cross-functional teams to ensure customer outcomes are achieved

Key requirements

• strong experience in a commercially focused Customer Success role with enterprise/strategic customers
• proven track record of growth or expansion targets and retaining high-value accounts
• ability to engage senior stakeholders and communicate with both technical and business audiences
• technical curiosity about Salesforce, DevOps, and the Gearset platform
• organized and proactive with a collaborative, ownership-driven mindset

• relationship-building with senior stakeholders
• clear and adaptable communication across technical and business audiences
• proactive and ownership-minded
• Salesforce
• DevOps practices
• Gearset platform

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