Customer Success Manager - Mid-Market

Many companies pay lip-service to “Customer Success”. At Gearset, we’re looking for experienced Customer Success and Account Managers to join a company where it’s a core part of our DNA. Join us and you’ll get to:

• Work as a trusted advisor to some of the largest and most recognised brands out there, helping them see long term success with Gearset
• Work in a high-trust environment where you’re given the freedom and support to succeed without internal politics and endless red-tape
• Get to work as part of a world-class customer success team, with industry recognised training and a chance to build deep technical knowledge on Salesforce DevOps
• Enjoy excellent benefits as part of one of the top 3 tech companies to work for in the UK

As part of the Mid-market Customer Success team at Gearset you’ll help us to build on our already high reputation as one of the world's leading Salesforce DevOps solutions. Through a highly consultative approach and deep understanding of our users, you’ll be responsible for the long term success of your portfolio of Mid-market accounts.

Day to day, you will

• Own the commercial outcomes for your accounts, including managing customer renewals, ensuring high levels of retention and finding and closing growth opportunities
• Proactively identify accounts at risk of churn, engage with them and get them back on track
• Working closely with our sales and technical teams to support new customers during their initial implementation
• Take a consultative approach to identify customers’ pain points and drive them towards value
• Build strong relationships with key decision makers and product champions
• Be a customer champion, ensuring their views are represented in the company and driving continual improvement in user satisfaction
• Work closely with the Head of Customer Success to refine and improve processes and be proactive in driving new projects and initiatives

What we’re looking for

• You’re proactive, and enjoy working with a cross-functional group of people to deliver great commercial outcomes
• You have experience working in a customer-facing role in either CSM, Account Management, or technical implementation roles, ideally for a technical SaaS company
• You’re commercially astute, and drive value by being curious, consultative and asking the right questions
• You have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity
• You have a customer-centric approach, with a genuine desire to deliver the best for the end users
• You can build effective long-term relationships with customers at all levels in their organisation, from technical end user to senior management

Hours, salary and benefits

• Salary of between £40k - £60k depending on experience
• You'll work 40 hours per week, Monday to Friday; based from our Cambridge office, but with the opportunity of flexible home working
• 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
• Competitive salary based on experience
• Bupa health care
• Flexible working hours
• 25 days holiday plus bank holidays

About us

Gearset is the leading DevOps solutions for the millions of people developing on Salesforce, the world's biggest enterprise PaaS.

In a few short years, we’ve rocketed from a 7 person start-up to 130 people, and become the DevOps solution of choice for some of the world’s biggest companies, including IBM, McKesson, and even Salesforce themselves.

We’re proud of what we’ve built and how we’ve built it. We work as a team, where attributes of trust, openness and honesty are key, as they allow us to have a feedback-driven culture that keeps us always improving.

Alongside our Glassdoor score of 4.9/5, and customer G2 scores of 4.8/5, we recently received three awards from Best Companies UK in 2021. This includes UK top 10 best mid-sized company and top 3 best technology company to work for, as well as an Excellence in Wellbeing award in 2020.