Customer Success Manager - Scale

A full-time hybrid role in Cambridge, UK

It’s an exciting time to join Gearset! In the last few years we’ve rocketed from a 7 person start-up to over 250 people, and we’re only just getting started. We’ve the fast paced exciting environment of a start-up, with the success and ambition of a scale-up, with offices in Belfast, London, and Chicago, alongside our Cambridge (UK) HQ.

Many companies pay lip-service to “Customer Success” at Gearset; it's a core part of our DNA. We’re looking for a Customer Success Manager to join our Scale team. Our Scale team is re-thinking how we work with our largest customer group to embed and expand their adoption of Gearset.

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 Success Manager - Scale at Gearset?

  • You'll be responsible for crafting tailored strategies to drive Gearset adoption through a blend of automation, data driven insights and personalised engagement.
  • In collaboration with your team, you'll play a pivotal role in refining processes, exploring innovative technologies and owning initiatives to continuously make sure our customers can make the most of Gearset. 
  • You’ll receive all the necessary training to become a trusted technical advisor on Gearset and Salesforce DevOps and help our customers receive expert guidance.
  • Not only will you develop your skill set in a customer facing capacity but you will develop skills in project management, stakeholder management, customer research and data analytics. 
  • You’ll be joining a supportive and feedback driven team, and enjoy excellent benefits as part of one of the top 3 tech companies to work for in the UK.

What you’ll achieve

  • Building relationships with our customers to embed and expand their adoption of Gearset.
  • You’ll use a mix of technology to interpret customer data and proactively identify groups of accounts at risk of churn, engaging with them to get them back on track.
  • You’ll be constantly thinking about how we can provide more value to users by using a mix of data platforms, analytics reporting and automation.
  • Taking a consultative approach, you’ll identify customers’ pain points, and share your technical expertise to create a solution that delivers value.
  • Working closely with other areas of the business, including product, marketing, and sales, you’ll manage the relationship, and work together to give our customers the best solutions for their problems. 
  • Be a customer champion, ensuring their views are represented in the company, and driving continual improvement in user satisfaction.

About you

  • You have some experience working in a B2B customer-facing role.
  • You’ll have familiarity with using systems like Salesforce and Intercom, but you’re not afraid to try new things, and experimenting with new initiatives and technologies.
  • You’re able to convey complex technical topics with simplicity, and have a strong desire to learn.
  • You’re a great communicator, and you’re not afraid to be creative and try new approaches to engage with customers.
  • You’re able to manage your time effectively, and take a systematic approach to your work.
  • You can build effective relationships with customers at all levels in their organisation, from technical end users to senior management.

Nice to haves

  • Experience working in a B2B SaaS company.

Salary and benefits (the stuff you'd expect!)

  • Salary of between £35k - £45k (depending on experience)
  • This 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)
  • Most of our customers are US based, so while you control your diary and work mostly UK hours, you'll be expected to make calls in the evening (up to 9pm) if that's when the customer is available
  • Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year
  • 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
  • Flexible working hours
  • Free lunch in the office
  • 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.