Customer Success Manager - Premier

At Gearset, Customer Success is part of our wider Customer Growth team. You’ll work alongside Account Managers, CSMs, Dev Ops Architects and others with a shared goal: understand what our customers need, deliver a great experience, and help them get lasting value from Gearset.

As a Premier Customer Success Manager, you’ll build trusted relationships with some of our largest customers, helping them achieve their goals with Gearset while supporting retention and sustainable account growth.

You don’t need to be a Salesforce Dev Ops expert from day one. We’ll support you with industry-recognised training and plenty of opportunities to build your technical knowledge as you grow in the role.

• You’ll work with some of the world’s largest and most recognisable organisations, helping them get long-term value from Gearset.
• You'll own a portfolio of 80–100 customers, prioritising your time where it can have the biggest impact
• You'll use product usage data and account signals to understand where customers are getting value, where they're not, and what to do about it.
• You’ll take ownership of renewal outcomes across your portfolio, spotting risks early and working with customers to keep them on track.
• You’ll work closely with Account Managers to identify and qualify opportunities where Gearset can support customers further.
• You’ll build a strong understanding of your customers, from their technical challenges to their wider business priorities.
• You’ll work towards a growth target that reflects the commercial impact of strong customer relationships.
• You'll advocate internally, working with Support, Product and Renewal Managers, pulling in the right people to get customers to a good outcome.
• You’ll collaborate with other CSMs to improve how we work, test new approaches and find better ways to deliver value for customers.
• You’ll join a supportive team where feedback, learning and sharing what works are part of how we get better together.

• Help your customers get consistent, long-term value from Gearset, supporting strong retention across your portfolio.
• Build trusted relationships with the people who use Gearset day to day, as well as senior stakeholders and decision-makers.
• Own renewal outcomes, understanding what matters to each customer and addressing risks before they become blockers.
• Recognise when a customer could benefit from more of Gearset and work with Account Managers to explore the opportunity.
• Understand the signs that a customer may be at risk and work collaboratively to get things back on track.
  
  Keep a clear, current picture of every account, so risks and opportunities are visible and there’s a clear plan of action in place.
• Represent your customers internally, making sure their experiences and feedback help us improve how we support them.
• Develop your knowledge of Salesforce Dev Ops so you can have useful, credible conversations with technical teams.

• You have experience in Customer Success or Account Management, where you've been accountable for retention, growth and customer outcomes.
• You’re comfortable learning technical concepts and explaining them clearly to people with different levels of technical knowledge.
• You take the time to understand what customers are trying to achieve, identify risks and opportunities, and find practical ways forward.
• You can build effective, long-term relationships with a range of people, from technical users to senior stakeholders.
• You're organised and detail oriented, keeping track of commitments and next steps across a large portfolio so nothing slips.

• Experience working with technical audiences, for example developers, admins, release managers.
• Experience…