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Job Descrption

It’s an exciting time to join Gearset! In the last few years we’ve rocketed from a 7 person start-up to nearly 250 people, and we’re only just getting started.
Many companies pay lip-service to “Customer Success”. At Gearset, we’re looking for experienced Customer Success Managers to join a company 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 - Executive 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 as part of one of the top 3 tech companies to work for in the UK.

What you’ll achieve

• Responsible for retention, you’ll be tasked with ensuring high levels of success in a small group of accounts.
• Driving adoption of Gearset’s suite of products means you’ll have deep technical knowledge and the ability to work with customers to change complex processes. 
• Taking a consultative approach, you’ll identify customers’ pain points, and share your technical expertise to drive solutions that deliver value.
• Build strong relationships at all levels, from technical end users, to key decision makers, 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.
• Working closely with our sales, enablement  and technical teams, you’ll support new customers during their initial implementation.
• You’ll use customer data to proactively identify accounts at risk of churn, engage with them, and get them back on track.

About you

• You’ll have at least 4 years experience working as a Customer Success Manager, Program Manager or Account Manager responsible for retention, 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.
• Proven track record of improving customer outcomes and articulating those outcomes as quantifiable metrics to senior stakeholders.
• You’re able to use the effective long-term relationships you build with your customers to create both internal and external advocates.
• 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 £60k - £75k (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%)
• Bupa health care
• Life Insurance & critical illness cover
• Flexible working hours
• Discounted gym membership, as well as a range of health and wellness benefits

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