Offer summary

Qualifications:

Experience as a Customer Success Manager or Account Manager in a technical SaaS environment., Technical aptitude with the ability to simplify complex topics for clients., Customer-centric mindset with a focus on delivering value to end users., Strong relationship-building skills with stakeholders at all organizational levels..

Key responsabilities:

Ensure high levels of success and retention for assigned accounts.

Proactively identify at-risk accounts and engage to mitigate churn.

Support new customers during their initial implementation phase.

Act as a customer champion, representing their views within the company and driving improvements in user satisfaction.

Job description

Many companies pay lip-service to “Customer Success”. At Gearset, we’re looking for an experienced Customer Success Manager to join our Premier team, where it’s a core part of our DNA.

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 - Premier at Gearset?

You’ll be working with some of the world’s largest and most recognisable brands, such as Sony and DHL, helping them see long term success with Gearset.

Working closely with fellow CSMs, you’ll help to refine and improve processes, and experiment with new technologies and initiatives to continue to drive value for our customers.

Join a supportive and feedback driven team, and enjoy excellent benefits.

What you’ll achieve

You’ll be responsible for ensuring high levels of success and retention for your accounts.

You’ll use customer data to proactively identify accounts at risk of churn, engage with them, and get them back on track.

Working closely with our sales and technical teams, you’ll support new customers during their initial implementation.

Taking a consultative approach, you’ll identify customers’ pain points, and share your technical expertise to create a solution that delivers value.

Build strong relationships with key decision makers and product champions, working with them on a regular basis.

Be a customer champion, ensuring their views are represented in the company, and driving continual improvement in user satisfaction.

About you

You have experience working as a Customer Success Manager, or as an Account Manager responsible for retention, ideally within a technical SaaS company

Have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity

Driven by a genuine desire to deliver the best for the end user, with a customer-centric approach

Enjoy building effective long-term relationships with customers at all levels in organisations, from technical end users, to senior management

You’re proactive, and enjoy working with people across the company to deliver great commercial outcomes

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

Salary of between £40k - £60k (depending on experience)

This is a remote UK based full time opportunity, working Monday to Friday.

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%)

Opportunity to join our Long Term Incentive scheme

Bupa health care

Life Insurance & critical illness cover

Flexible working hours

Discounted gym membership, as well as a range of health and wellness benefits

Required profile