Customer Success Manager, SaaS, Higher Ed
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Job Description
Customer Success Manager managing relationships with university clients in Higher Education. Focused on retention and growth while ensuring customer satisfaction for Gecko's SaaS platform.
Responsibilities:
- Owning customer relationships.
- Being the main point of contact for a group of universities, from onboarding onwards.
- Running regular check-ins, reviews, and QBRs that are useful (not box-ticking).
- Visiting customers on campus at least once a year, and more often where it adds value.
- Owning renewals end to end; planning ahead, showing value, and keeping things on track.
- Watching usage and engagement so you can spot risks early and do something about them.
- Taking ownership of retention and growth across your accounts, including identifying and progressing expansion opportunities.
- Running demos and account reviews that connect outcomes to product value and commercial impact.
- Keeping Salesforce up to date so account history, risks, and opportunities are easy for others to follow.
- Acting as a first point of contact for customer issues, owning them through to resolution with support from the wider team.
Requirements:
- You’ve worked in an account manager or client-facing role in SaaS, Higher Ed, or something similar.
- You’re comfortable balancing customer advocacy with commercial ownership.
- You’re comfortable working broadly in line with US hours, typically around 12:00 to 19:00 UK time.
- You’re confident running meetings, demos, and reviews with different types of people.
- You’re curious by default; you ask questions, dig into problems, and keep learning.
- You like owning things and don’t need someone checking your homework.
- You’re organised enough to juggle multiple accounts without dropping the ball.
- You’re happy to travel within the UK and also to the US for customer visits and sector events when needed.
Benefits:
- Work-Life Balance: 33 days of holiday and flexible working.
- JFDI attitude: We believe in getting things done, keeping things moving, and cutting out unnecessary faff, all within a shorter 34-hour workweek.
- Remote first: Home office setup, MacBook, and headphones of your choice.
- Work from elsewhere: Our workation policy gives you flexibility to work away from home at points through the year.
- Health and wellbeing: Private healthcare, EAP, death in service, and pension.
- Trust and autonomy: We hire smart people and trust them to get on with it.
- Good people: A collaborative, supportive team that cares about doing good work well.
- Room to shape things: Customer Success is evolving at Gecko, and this role will have a real hand in that.
- Connected virtual culture: We’re fully remote, but collaborative by default.
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