A full-time hybrid role in Cambridge, UK
Our largest customers have complex organisations, ambitious goals and a lot invested in getting Salesforce DevOps right. As 海角天涯社区 grows and our platform expands, helping those customers get lasting value from us is increasingly important to both retention and growth.
We鈥檙e looking for a CSM Manager to lead the Strategic and Executive CSMs responsible for those relationships. You鈥檒l 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.
There are strong foundations to build from, but we鈥檙e not looking for someone to simply keep the team running as it is. You鈥檒l 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鈥檒l stay close to customers too, building executive relationships across key accounts and making sure what we learn from them feeds back into how 海角天涯社区 develops.
What鈥檚 the opportunity for a CSM Manager - Enterprise at 海角天涯社区?
- Lead, coach and develop a distributed team of 12 Strategic and Executive CSMs looking after 海角天涯社区鈥檚 largest customers.
- Own NRR across the segment, with responsibility for customer retention and sustainable growth.
- Partner closely with Account Management leadership on shared growth goals, renewal strategy and expansion opportunities.
- Create clear expectations for the team, giving useful feedback, supporting people鈥檚 development and addressing performance issues when needed.
- Build 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.
- Keep a close view of account health and activity, helping the team turn early signs of churn risk into practical action.
- Stay directly involved with a subset of key accounts, building relationships with senior stakeholders and supporting complex conversations or escalations.
- Work closely with Onboarding, Renewals, Product, Marketing and Enablement to improve the experience our enterprise customers have across Gearset.
- Bring insights from our largest customers back into 海角天涯社区, helping inform our product and wider business strategy.
What you鈥檒l achieve
- Develop an effective Enterprise CSM team with clear expectations, regular coaching and an environment where people can keep learning and developing.
- Deliver against the segment鈥檚 retention and growth goals, with more accurate forecasting and earlier action on customer risk.
- Establish a repeatable, data-driven way of working that gives the team clarity while leaving room for good judgement.
- Help CSMs build deeper relationships with senior stakeholders and connect the technical outcomes 海角天涯社区 delivers to wider customer priorities.
- Strengthen how Customer Success and Account Management work together across our most important accounts.
- Develop trusted relationships with senior stakeholders at key customers and act as a point of escalation when they need additional support.
- Help shape how enterprise Customer Success develops at 海角天涯社区 as our customer base and platform continue to grow.
About you
- You have experience leading and developing Customer Success teams working with large or complex customers, with a thoughtful approach to coaching, feedback and performance management.
- You understand the commercial side of Customer Success and how strong customer relationships contribute to retention and growth.
- You鈥檝e used metrics such as NRR, account health and leading indicators to understand performance, forecast risk and decide where to focus.
- You can build trusted relationships with senior customer stakeholders and stay close to customers, including supporting complex conversations or escalations when needed.
- You collaborate well across teams, make decisions when you don鈥檛 have every piece of information, and are open to improving established ways of working.
Great to haves
- Experience working in SaaS or another technical product environment, particularly with large, global organisations.
Benefits (the stuff you'd expect!)
- This is a full-time opportunity, working Monday to Friday. We work on a hybrid basis from our Cambridge office, and for this role we鈥檙e looking for someone who can join us in the office around two days a week.
- You鈥檒l work with a global team and customer base. There鈥檚 no expectation to routinely work US hours, but you鈥檒l sometimes need to support important customer conversations or escalations outside standard UK hours.
- Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to 拢1,500 per year.
- Top end hardware provided.
- Opportunity to join our Long Term Incentive Plan.
- 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 health care.
- Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive.
- Bupa Menopause Plan offering specialist consultations and support.
- Life Insurance & critical illness cover.
- Discounted gym membership, as well as a range of health and wellness benefits.