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CSM Manager - EnterpriseGearset · Cambridge, United Kingdom
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Gearset

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CSM Manager - Enterprise

🗓️ Posted 2026-10-02 Cambridge, United Kingdom Fulltime Hybrid Customer Service Call Centre
💰 Salary 125 GBP/mo (1,500 GBP/yr) 📊 Market 4,583 GBP–6,667 GBP/mo

About the Company

Our largest customers have complex organisations, ambitious goals and a lot invested in getting Salesforce DevOps right. As Gearset grows and our platform expands, helping those customers get lasting value from us is increasingly important to both retention and growth. We're looking for a CSM Manager to lead the Strategic and Executive CSMs responsible for those relationships. You'll own Net Retention Rate (NRR) across the segment, develop an experienced team, and work closely with Account Management to make sure we spot customer risk early and turn opportunities for growth into clear plans. There are strong foundations to build from, but we're not looking for someone to simply keep the team running as it is. You'll have the autonomy to raise the bar for how we coach and develop CSMs, build a more proactive and data-driven operating model, and create playbooks that help the team work consistently at enterprise scale. You'll stay close to customers too, building executive relationships across key accounts and making sure what we learn from them feeds back into how Gearset develops. WHAT'S THE OPPORTUNITY FOR A CSM MANAGER - ENTERPRISE AT GEARSET - Lead, coach and develop a distributed team of 12 Strategic and Executive CSMs looking after Gearset's largest customers. - Own NRR across the segment, with responsibility for customer retention and sustainable growth. - Partner closely with Account Management leadership on shared growth goals, renewal strategy and expansion

Requirements

  • ● You have experience leading and developing Customer Success teams working with large or complex customers, with a thoughtful approach to coaching, feedback and performance management.
  • ● You understand the commercial side of Customer Success and how strong customer relationships contribute to retention and growth.
  • ● You've used metrics such as NRR, account health and leading indicators to understand performance, forecast risk and decide where to focus.
  • ● You can build trusted relationships with senior customer stakeholders and stay close to customers, including supporting complex conversations or escalations when needed.
  • ● You collaborate well across teams, make decisions when you don't have every piece of information, and are open to improving established ways of working.
  • ● GREAT TO HAVES

Benefits

  • ● This is a full-time opportunity, working Monday to Friday. We work on a hybrid basis from our Cambridge office, and for this role we're looking for someone who can join us in the office around two days a week.
  • ● You'll work with a global team and customer base. There's no expectation to routinely work US hours, but you'll sometimes need to support important customer conversations or escalations outside standard UK hours.
  • ● Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to 1,500 per year.
  • ● Top end hardware provided.
  • ● Opportunity to join our Long Term Incentive Plan.
  • ● Free lunch in the office.
  • ● days holiday plus bank holidays, with the option to buy an extra 5 each year.
  • ● Company Pension Plan, matching up to 5%.
  • ● Bupa health care.
  • ● Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive.
  • ● Bupa Menopause Plan offering specialist consultations and support.
  • ● Life Insurance & critical illness cover.
  • ● Discounted gym membership, as well as a range of health and wellness benefits.