Customer Onboarding Manager

A full-time hybrid role in Cambridge, UK

Many companies pay lip-service to “Customer Success”. At Gearset, we’re looking for experienced Customer Onboarding Managers to join a company where it’s a core part of our DNA. If you join us, you’ll get to work in a high-trust environment where you’re given the freedom and support to succeed without internal politics and endless red-tape. Our customer success team is class leading, and we’ll set you up to succeed with industry recognised training, and a chance to build deep technical knowledge on Salesforce DevOps.

What’s the opportunity for a Customer Onboarding Manager at Gearset?

  • You’ll be working with some of the world’s largest and most recognisable brands, such as Sony and DHL, helping them get onboard with Gearset.
  • Through a highly consultative approach and deep understanding of our users, you’ll be responsible for guiding our customers in the critical early phases of their time with us. 
  • As Customer Onboarding Manager, you will be responsible for rapidly understanding each customer’s requirements and driving them to realise a fast time-to-value from their investment in Gearset as efficiently as possible.

What you’ll achieve

  • Work as part of the customer enablement team focussed on delivering a world class onboarding experience for our customers.
  • Working with the customer onboarding team, identify opportunities for continual improvement of our customer experience, especially in the early stages of working with customers.
  • Build robust onboarding plans at the outset of each customer engagement so that the customer is fully aware of their responsibilities and deliverables at each stage of the project.
  • Run effective product training sessions for new customers, presenting to experienced and senior stakeholders to showcase the platform and advise on how to best use it.
  • Create a flexible onboarding approach that serves all of our customers, irrespective of their size or maturity and can be delivered effectively both 1 to 1 and 1 to Many.
  • Work closely with the customer success, sales and product teams, whilst owning the product enablement relationship for new customers as you transition them from implementation to ongoing management.
  • Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of Salesforce DevOps and Gearset.
  • Identify, and communicate key milestones, deliverables and measurements of success for each customer. 
  • You have demonstrable exceptional writing skills and attention to detail.

About you

  • Have previous experience of onboarding and training customers at a SaaS business
  • Have a customer-centric approach, with a genuine desire to deliver the best for the end user.
  • Be technically minded and have the desire to learn. You’re able to convey complex technical topics with simplicity.
  • Have an understanding of the principles and best practices of product training, project planning and implementation methodologies.
  • Have a practical knowledge of the Salesforce platform and a solid foundational knowledge of DevOps best practices.

Salary and 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) 
  • Salary band for this role is £45k - £53k (+ bonus) based on experience
  • 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
  • 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
  • Life Insurance & critical illness cover
  • Discounted gym membership, as well as a range of health and wellness benefits

About us

Gearset is the leading Salesforce DevOps platform trusted by more than 2000 companies around the globe, including McKesson, Accenture and IBM. We’ve the fast-paced, exciting environment of a startup, with the success and ambition of a scaleup, with offices in Belfast, London, and Chicago, alongside our Cambridge (UK) HQ.

We’re proud of our unique culture built on trust, collaboration, transparency, and teamwork, allowing us to have a feedback-driven culture that keeps us focused on delivering the best solution for our customers.

Alongside our Glassdoor score of 4.3/5, and customer G2 scores of 4.7/5, we hold three awards from Best Companies UK: Top 5 Best Company to work for in the East of England, UK Top 5 Best Mid-sized Company, and Top 5 Best Technology Company to work for in the whole of the UK.

Sound right for you?

If you think you have something special to offer, or you’ve got great experience but don’t match every requirement, we’d still love to talk with you and learn more! We’re committed to creating an inclusive environment and encourage you to apply.