Customer Success Manager - SMB

Job description

It’s an exciting time to join Gearset. As a product-driven company, we’ve created the most trusted Salesforce DevOps platform in the market. As our customer base grows, so does the opportunity to deepen the value we bring to it. Our culture is built on trust, transparency and collaboration. People here are given real ownership and the autonomy to make an impact. We share what we know, challenge each other in the right way, and keep raising the bar together. With world-class Sandler training, an annual learning budget, and experienced teammates to learn from, this is a place where you can really grow in your career. The SMB CSM team is the engine room of Gearset’s growth, responsible for over 2,000 customers. In this role, you will own your own portfolio of approximately 500 accounts. While these customers have a lower license count today, they include some of our exciting and recognisable global logos who are at the very beginning of their DevOps journey. Your goal is to be their dedicated trusted advisor, ensuring they reach their technical goals and see the value that justifies long-term expansion. ### **What’s the opportunity for a Customer Success Manager - SMB at Gearset?** - Own a large portfolio of customers, building relationships that help you understand their goals, priorities, and how Gearset can deliver more value. - In this commercially-minded role, you’ll focus on identifying expansion opportunities, protecting retention, and increasing product adoption across your portfolio. - Use structured outreach, discovery calls, and targeted engagement to prioritise where you spend time, ensuring the right customers receive the right level of attention. - Develop a strong understanding of each customer’s Salesforce DevOps maturity, challenges, and ambitions, enabling you to identify opportunities for deeper adoption and product expansion. - Work closely with Account Managers to surface and progress commercial opportunities while supporting long-term customer success. - Identify early signals of risk across your portfolio and proactively engage customers to keep them on track. - Act as the voice of your customers internally, sharing feedback and insight with product, marketing, and sales to help improve the customer experience. - Continuously improve how we engage customers at scale by contributing ideas, feedback, and experimentation within the team. ### **What you’ll achieve** - Build strong relationships with a broad portfolio of customers, developing an understanding of what success looks like for them. - Identify and create expansion opportunities by uncovering new use cases, teams, or products that can increase the value customers receive from Gearset. - Maintain strong retention across your portfolio by identifying risks early and proactively helping customers resolve challenges. - Confidently lead customer conversations including discovery calls, product discussions, and success reviews. - Partner effectively with Account Managers, Renewals Managers, Product, Marketing, and Support to ensure customers achieve meaningful outcomes with Gearset. ### **About you** - You have some experience working in a B2B customer-facing role such as Customer Success, Account Management, or Sales. - You’re commercially curious and enjoy discovering opportunities to grow customer relationships. - You’re confident speaking with customers, comfortable leading discovery conversations to understand their goals and challenges, with a genuine desire to help customers succeed. - You’re able to convey complex technical topics with simplicity, and have a strong desire to learn. - You’re highly organised and able to prioritise effectively when managing a large portfolio of customers. ### **Nice to haves** - Experience working in a B2B SaaS company ### **Benefits (the stuff you'd expect!)** - 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 week in the office) - You’ll be supporting US customers, so you’ll need some flexibility to work across different time zones. Our flexible working policy helps balance this, giving you the freedom to adjust your start and finish times when needed. - 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 - Opportunity to join our Long Term Incentive Plan - 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 health care - Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive - Bupa Menopause Plan offering specialist consultations and support - Life Insurance & critical illness cover - Discounted gym membership, as well as a range of health and wellness benefits