At a Glance
- Tasks: Build strong relationships with customers and help them achieve their goals using Gearset.
- Company: Join Gearset, a leading Salesforce DevOps platform with a culture of trust and collaboration.
- Benefits: Flexible working, generous personal development budget, free lunch, and 25 days holiday.
- Other info: Dynamic environment with opportunities for professional growth and learning.
- Why this job: Make a real impact by guiding customers on their DevOps journey and expanding their success.
- Qualifications: Experience in B2B customer-facing roles and a passion for helping customers succeed.
The predicted salary is between 28800 - 43200 £ per year.
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. 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.
The SMB Customer Success team is responsible for over 2,000 customers. In this role, you will own your own portfolio of approximately 500 accounts. 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 at Gearset?
- Own a large portfolio of customers, building relationships that help you understand their goals, priorities, and how Gearset can deliver more value.
- 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.
- Develop a strong understanding of each customer’s Salesforce DevOps maturity, challenges, and ambitions.
- 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.
- 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.
- 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.
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 and comfortable leading discovery conversations.
- 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.
Salary and benefits
- This is a full-time opportunity, working Monday to Friday with the option of flexible home working.
- Opportunity to join our Long Term Incentive Plan.
- 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 healthcare.
- Life insurance & critical illness cover.
- Discounted gym membership, as well as a range of health and wellness benefits.
Customer Success Manager - SMB in Cambridge employer: Gearset
Gearset is an exceptional employer, offering a vibrant work culture that prioritises collaboration, transparency, and continuous feedback. With a generous personal development budget, top-end hardware, and a range of health and wellness benefits, employees are empowered to grow professionally while enjoying a supportive environment. Located in Cambridge, the company combines the excitement of a startup with the stability of a successful scaleup, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - SMB in Cambridge
✨Tip Number 1
Get to know the company inside out! Research Gearset's culture, values, and products. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Be ready to discuss how your experience aligns with the Customer Success Manager role. Highlight your ability to build relationships and drive customer success, as that's what this job is all about.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially a referral, which can really boost your chances.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Gearset family.
We think you need these skills to ace Customer Success Manager - SMB in Cambridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in B2B customer-facing roles and how you can help Gearset's customers succeed.
Showcase Your Skills:Don’t forget to emphasise your ability to build relationships and lead discovery conversations. We want to see how you can convey complex topics simply and your genuine desire to help customers achieve their goals.
Be Authentic:Let your personality shine through in your application. We value trust and transparency, so be honest about your experiences and what you can bring to the team at Gearset.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to see your application and get you on the path to joining our awesome team!
How to prepare for a job interview at Gearset
✨Know Your Customers
Before the interview, research Gearset's customer base and their needs. Understand the challenges they face in their DevOps journey and think about how you can help them succeed. This will show your genuine interest in the role and your ability to be a trusted advisor.
✨Showcase Your Communication Skills
As a Customer Success Manager, you'll need to lead conversations confidently. Practice explaining complex technical topics in simple terms. During the interview, demonstrate your ability to engage in meaningful discussions and ask insightful questions that reflect your understanding of customer goals.
✨Highlight Your Organisational Skills
Managing a large portfolio of customers requires excellent organisation. Be prepared to discuss how you prioritise tasks and manage your time effectively. Share examples from your past experiences where you successfully balanced multiple responsibilities while maintaining strong customer relationships.
✨Emphasise Your Commercial Curiosity
Gearset values candidates who are commercially curious. In the interview, express your enthusiasm for discovering new opportunities within customer accounts. Share instances where you've identified expansion opportunities or improved customer retention, showcasing your proactive approach to customer success.
