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- 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 40000 - 50000 £ 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 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. 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 - Scale 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.
Customer Success Manager - SMB employer: Gearset
Contact Detail:
Gearset Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - SMB
✨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
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for those discovery calls! Think about the questions you want to ask and how you can demonstrate your understanding of customer success. Show them you’re ready to be their trusted advisor.
✨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
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 experience in B2B customer-facing roles and how you've helped customers succeed in the past. We want to see how you can bring value to our team!
Show Your Passion: Let your enthusiasm for customer success shine through! Share examples of how you've built strong relationships with clients and helped them achieve their goals. We love candidates who are genuinely excited about making an impact.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to convey your skills and experiences, especially when discussing complex topics. We appreciate clarity and simplicity!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Gearset!
How to prepare for a job interview at Gearset
✨Know Your Customers
Before the interview, take some time to 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 readiness 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
With a portfolio of around 500 accounts, organisation is key. Be prepared to discuss how you prioritise tasks and manage multiple relationships effectively. Share examples from your past experiences where you successfully balanced competing demands while ensuring customer satisfaction.
✨Emphasise Your Commercial Curiosity
Gearset values candidates who are commercially minded and eager to discover growth opportunities. In the interview, express your enthusiasm for identifying expansion possibilities within customer accounts. Share any relevant experiences where you successfully uncovered new use cases or increased product adoption.