Customer Success Manager – MM

Overview

As Premier Customer Success Manager at Gearset, you’ll nurture trusted relationships with top customers and drive sustained value from Gearset. You will own 80–100 accounts, prioritising impact and renewal outcomes while collaborating with Account Managers and internal teams. You’ll use usage signals to gauge value, spot risks, and guide customers toward growth opportunities. You’ll operate in a cross-functional, growth‑minded environment that emphasises feedback-driven learning. This role offers the chance to deepen technical conversations and contribute to long-term customer success at scale.

Pay / Benefits

• flexible home working
• flexible hours across time zones
• Long Term Incentive scheme
• personal development budget up to 1,500 per year
• top-end hardware provided
• 25 days holiday plus bank holidays (option to buy extra 5)

Responsibilities

• Own a portfolio of 80–100 customers and prioritise high-impact activities
• Manage renewal outcomes, identifying and mitigating renewal risks
• Analyse product usage data and account signals to drive value and plan actions
• Partner with Account Managers to qualify opportunities for expanded usage of Gearset
• Develop deep knowledge of customers’ technical challenges and business priorities
• Collaborate with Support, Product and Renewal Managers to achieve good customer outcomes
• Share insights with fellow CSMs to improve processes and value delivery
• Maintain a clear, current account plan and track commitments across the portfolio
• Build credibility with technical teams through Salesforce DevOps knowledge

Key requirements

• Experience in Customer Success or Account Management with a track record of retention and growth
• Ability to learn technical concepts and explain them to varied audiences
• Strong relationship-building skills with both technical users and senior stakeholders
• Organised and detail-oriented, capable of managing a large portfolio
• Comfort working across time zones to support US customers

• relationship-building
• clear communication
• proactivity
• Salesforce DevOps knowledge
• ability to interpret product usage data
• discuss technical topics with diverse audiences

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