As an Enterprise Customer Success Manager, you'll act as the strategic "quarterback" for Gearset's most high-profile global accounts, including some of the largest organisations in the world.
In this senior, quota-carrying role, you'll own the success strategy for a concentrated portfolio, orchestrating internal resources and building deep executive-level relationships to drive growth and world-class retention. You won't just manage relationships; you'll be a key driver of Net Revenue Retention (NRR), translating technical outcomes into clear business value.
What's the opportunity for a Customer Success Manager - Enterprise at Gearset?
* Own a small portfolio (≈40 accounts) of high-profile customers, including some of the largest organisations in the world.
* In this senior, quota-carrying role, you'll be accountable accountable for growth, retention, and long-term customer value.
* Operate as the quarterback for each account, building executive-level relationships and orchestrating the right Gearset resources—such as Account Managers, DevOps Architects, and product teams—to deliver outcomes.
* Own the customer strategy, success plan, and growth number, while coordinating closely with Executive Account Managers on commercial execution.
* Deeply understand customer goals and DevOps maturity to discover challenges and identify opportunities for increased adoption and new product attach.
* Translate technical outcomes into clear commercial and business value for senior technical and business leaders.
* Identify risk early to create proactive mitigation plans, protecting Gearset's exceptionally high Gross Revenue Retention (GRR) in this segment.
* Represent your customers internally, influencing roadmap and go-to-market decisions through clear feedback and insight.
What you'll achieve
* Deliver strong growth performance across Gearset's most strategic customers.
* Maintain world-class retention while materially improving Net Revenue Retention (NRR).
* Build deep, trusted relationships with some of the most sophisticated DevOps organisations in the world.
* Confidently deliver executive presentations, demos, QBRs, and business cases, both remotely and on-site.
* You'll be recognised internally as a leader, role model, and benchmark for customer success excellence at Gearset.
About you
* You have significant experience in a senior, commercially-focused CSM role, ideally in Enterprise or Strategic segments.
* You have a proven track record of owning a number and driving expansion in complex, high-value accounts.
* You're comfortable engaging, influencing, and presenting to executive-level stakeholders.
* You have strong technical curiosity and credibility, with the ability to understand Salesforce, DevOps practices, and Gearset's platform in depth.
* You have exceptional communicator: confident in discovery, demos, storytelling, and executive presentations.
* You're highly organised, proactive, and comfortable operating with autonomy in a high-expectation environment.
* You're motivated by ownership, impact, and raising the bar for yourself and those around you.
Great to haves
* Experience working with large, global enterprises.
* Familiarity with Salesforce and/or DevOps tooling.
* Experience in on-site customer engagement and executive QBRs.
Benefits (the stuff you'd expect)
* This is a full time opportunity, working Monday to Friday with the option of flexible home working (for most of us that looks like 2-3 days a month in the office)
* 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