Customer Success Manager (Hybrid or Remote) in Cambridge

As a product-driven company, we’ve created the most trusted Salesforce DevOps platform in the market. 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.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.Maintain strong retention across your portfolio by identifying risks early and proactively helping customers resolve challenges.Partner effectively with Account Managers, Renewals Managers, Product, Marketing, and Support to ensure customers achieve meaningful outcomes with Gearset.About youYou 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.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.Opportunity to join our Long Term Incentive schemeGenerous personal development budget of up to 1,500 per yearTop-end hardware provided, free lunch in the office25 days holiday plus bank holidays (with the option to buy an extra 5 each year)Company pension (matching up to 5%), Bupa health care, life insurance & critical illness coverEnhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusiveBupa Menopause Plan offering specialist consultations and supportDiscounted gym membership and a range of health and wellness benefitsLocationCambridge, United KingdomEmployment TypeFull timeLocation TypeHybridDepartmentCustomer Growth