Gearset on cord

Gearset

CSM Manager

External position
Cambridge, UK
Hiring internally for Gearset?
Software Development
Industry-leading DevOps solutions for every Salesforce team.
Active
over 6 months ago
Posted
23 hours ago
Checked
cord regularly checks that external positions are still open
23 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Lead
Core skills considered: Account Management, Customer service, Customer support
Other skills considered: Building Teams, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job 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.

We'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.

There 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.


Responsibilities

  • Lead, coach and develop a distributed team of 12 Strategic and Executive CSMs looking after Gearset's 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's 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 Gearset, helping inform our product and wider business strategy.

What you'll 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's 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 Gearset 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 Gearset 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've 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't 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.

Company Benefits

  • Company Pension Plan
  • Bupa health care
  • Life Insurance & Critical Illness cover
  • Flexible working hours
  • Travel insurance
  • When in-office: Free lunch, fruit, coffee/tea, beers
  • Discounted gym membership, as well as many other wellness benefits
CSM Manager at Gearset
Position posted 23 hours ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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