Customer Success Manager

Summary

Join Gearset as a Customer Success Manager - Premier for a 12-14 month fixed-term contract! Work with major brands like Sony and DHL, ensuring their long-term success with Gearset's platform. You'll proactively identify at-risk accounts, collaborate with sales and technical teams, and build strong customer relationships. This remote UK-based role offers a supportive environment, industry-recognized training, and excellent benefits. The ideal candidate possesses CSM or Account Manager experience in a technical SaaS company, a technical aptitude, and a customer-centric approach. Gearset provides a high-trust environment and opportunities for professional development.

Requirements

• Have experience working as a Customer Success Manager, or as an Account Manager responsible for retention, ideally within a technical SaaS company
• Have a technical predisposition and the desire to learn, and the ability to convey complex technical topics with simplicity
• Be driven by a genuine desire to deliver the best for the end user, with a customer-centric approach
• Enjoy building effective long-term relationships with customers at all levels in organisations, from technical end users, to senior management
• Be proactive, and enjoy working with people across the company to deliver great commercial outcomes

Responsibilities

• Ensure high levels of success and retention for your accounts
• Use customer data to proactively identify accounts at risk of churn, engage with them, and get them back on track
• Working closely with our sales and technical teams, support new customers during their initial implementation
• Taking a consultative approach, identify customers’ pain points, and share your technical expertise to create a solution that delivers value
• Build strong relationships with key decision makers and product champions, 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
• Help to refine and improve processes, and experiment with new technologies and initiatives to continue to drive value for our customers

Benefits

• Salary of between £40k - £60k (depending on experience)
• This is a remote UK based full time opportunity, working Monday to Friday on a fixed term contract of 12 - 14 months
• 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
• Opportunity to join our Long Term Incentive scheme