Customer Success Manager - MM

The role

You will build trusted relationships with mid-market customers to help them achieve goals and get long-term value from Gearset. You will own a portfolio of 80–100 customers, managing renewals and identifying growth opportunities.

What you will do

• Own a portfolio of 80–100 customers
• Use product usage data and account signals to understand customer value
• Take ownership of renewal outcomes and spot risks early
• Work with Account Managers to identify and qualify opportunities
• Build understanding of customer technical challenges and business priorities
• Work towards a growth target
• Advocate internally with Support, Product and Renewal Managers
• Collaborate with other CSMs to improve processes
• Build relationships with users and senior stakeholders
• Develop knowledge of Salesforce DevOps

Required qualifications

• Experience in Customer Success or Account Management with accountability for retention, growth and customer outcomes
• Comfortable learning technical concepts and explaining them clearly
• Ability to understand customer goals, identify risks and opportunities, and find practical ways forward
• Ability to build effective, long-term relationships with technical users and senior stakeholders
• Organised and detail oriented

Nice to have

• Experience working with technical audiences, for example developers, admins, release managers
• Experience using product usage data to prioritise a portfolio

Benefits

• Flexible home working
• Personal development budget of up to £1500 per year
• Top end hardware provided
• Opportunity to join our Long Term Incentive Plan
• Free lunch in the office
• 25 days holiday plus bank holidays
• Option to buy an extra 5 holiday days each year
• Company Pension Plan (matching up to 5%)
• Bupa health care
• Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
• Bupa Menopause Plan
• Life Insurance & critical illness cover

Before you apply

• You will need some flexibility to work across different time zones to support US customers

About the company

Customer Success is part of the wider Customer Growth team at Gearset. The team works to understand customer needs, deliver a great experience, and help them get lasting value from Gearset.