Customer Success Manager - Enterprise

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.

• 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.

• 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.

• 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.

• Experience working with large, global enterprises.
• Familiarity with Salesforce and/or DevOps tooling.
• Experience in on-site customer engagement and executive QBRs.

• 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