{"id":1704179,"url":"https://alion.io/job/gearset-csm-manager-enterprise","title":"CSM Manager - Enterprise","company":{"id":1841198,"name":"Gearset","domain":"gearset.com","url":"https://alion.io/company/gearset-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cambridge, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":91000,"period":"year","method":"role_country_seniority_unknown","sample_n":187},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-02T13:27:12Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-11T22:31:59Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"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.\nWe’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.\nThere 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.\nWhat’s the opportunity for a CSM Manager - Enterprise at Gearset?\nLead, coach and develop a distributed team of 12 Strategic and Executive CSMs looking after Gearset’s largest customers.\n\nOwn NRR across the segment, with responsibility for customer retention and sustainable growth.\n\nPartner closely with Account Management leadership on shared growth goals, renewal strategy and expansion opportunities.\n\nCreate clear expectations for the team, giving useful feedback, supporting people’s development and addressing performance issues when needed.\n\nBuild a more proactive enterprise Customer Success model, using customer data, leading indicators, AI and structured playbooks to help the team work consistently and spot risks earlier.\n\nKeep a close view of account health and activity, helping the team turn early signs of churn risk into practical action.\n\nStay directly involved with a subset of key accounts, building relationships with senior stakeholders and supporting complex conversations or escalations.\n\nWork closely with Onboarding, Renewals, Product, Marketing and Enablement to improve the experience our enterprise customers have across Gearset.\n\nBring insights from our largest customers back into Gearset, helping inform our product and wider business strategy.\n\nWhat you’ll achieve\nDevelop an effective Enterprise CSM team with clear expectations, regular coaching and an environment where people can keep learning and developing.\n\nDeliver against the segment’s retention and growth goals, with more accurate forecasting and earlier action on customer risk.\n\nEstablish a repeatable, data-driven way of working that gives the team clarity while leaving room for good judgement.\n\nHelp CSMs build deeper relationships with senior stakeholders and connect the technical outcomes Gearset delivers to wider customer priorities.\n\nStrengthen how Customer Success and Account Management work together across our most important accounts.\n\nDevelop trusted relationships with senior stakeholders at key customers and act as a point of escalation when they need additional support.\n\nHelp shape how enterprise Customer Success develops at Gearset as our customer base and platform continue to grow.\n\nAbout you\nYou have experience leading and developing Customer Success teams working with large or complex customers, with a thoughtful approach to coaching, feedback and performance management.\n\nYou understand the commercial side of Customer Success and how strong customer relationships contribute to retention and growth.\n\nYou’ve used metrics such as NRR, account health and leading indicators to understand performance, forecast risk and decide where to focus.\n\nYou can build trusted relationships with senior customer stakeholders and stay close to customers, including supporting complex conversations or escalations when needed.\n\nYou collaborate well across teams, make decisions when you don’t have every piece of information, and are open to improving established ways of working.\n\nGreat to haves\nExperience working in SaaS or another technical product environment, particularly with large, global organisations.\n\nBenefits (the stuff you'd expect!)\nThis 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.\n\nYou’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.\n\nGenerous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1,500 per year.\n\nTop end hardware provided.\n\nOpportunity to join our Long Term Incentive Plan.\n\nFree lunch in the office.\n\n25 days holiday plus bank holidays, with the option to buy an extra 5 each year.\n\nCompany Pension Plan, matching up to 5%.\n\nBupa health care.\n\nEnhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive.\n\nBupa Menopause Plan offering specialist consultations and support.\n\nLife Insurance & critical illness cover.\n\nDiscounted gym membership, as well as a range of health and wellness benefits.","description_format":"text","description_chars":5376,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership","Life insurance","Parental leave","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Ticketing","DevOps & Platform Engineering"],"lifecycle":[{"event":"open","at":"2026-10-02T14:11:20Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-10T06:21:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.891,"p_room":1,"age_days":7,"expected_fill_days":29,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/gearset-csm-manager-enterprise","json_url":"https://alion.io/job/gearset-csm-manager-enterprise.json","meta":{"generated_at":"2026-10-11T23:40:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14835,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1841198},"rest":"https://alion.io/mcp/rest/get_company?id=1841198"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgearset-csm-manager-enterprise"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgearset-csm-manager-enterprise"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgearset-csm-manager-enterprise"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gearset-csm-manager-enterprise\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgearset-csm-manager-enterprise"}]}