Customer Success Manager, SaaS, Higher Ed
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager enhancing university engagement through strong relationships. Focused on retention and growth within a fully remote team.
Responsibilities:
- Owning customer relationships
- Being the main point of contact for a group of universities, from onboarding onwards
- Getting to know your customers properly: their goals, pressures, politics, and pain points
- Running regular check-ins, reviews, and QBRs that are genuinely useful, not just going through the motions
- Visiting customers on campus at least once a year, and more often where it adds value
- Keeping customers with us (because they want to stay)
- 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
- Making sure customers feel supported, heard, and confident in what we’re building
- Taking ownership of retention and growth across your accounts, including identifying and progressing expansion opportunities
- Spotting where Gecko could add value across teams, departments, or use cases, and being confident opening those conversations
- 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, not as a ticket-only function
- Balancing reactive support with proactive account management (yes, we know that’s a skill)
Requirements:
- Comfortable with commercial responsibility and understand how retention and expansion drive a SaaS business
- Worked in an account manager or client-facing role in SaaS, Higher Ed, or something similar
- Comfortable balancing customer advocacy with commercial ownership
- Confident running meetings, demos, and reviews with different types of people
- Curious by default; you ask questions, dig into problems, and keep learning
- Organised enough to juggle multiple accounts without dropping the ball
- Happy to travel within the US for customer visits and sector events, and very occasionally to the UK.
Benefits:
- 33 days of holiday and flexible working
- Home office setup, MacBook, and headphones of your choice
- Our workation policy gives you flexibility to work away from home at points through the year
- Medical, dental, vision, 401(k), and perks via Perkbox
- A collaborative, supportive team that cares about doing good work well
Similar Jobs
Customer Success Associate III
Customer Success Associate providing support for Rackspace Technology's multicloud solutions. Working alongside customers to resolve issues and support their business objectives.
Customer Success Manager
Customer Success Manager guiding customers through adoption and success of billing software at Kansys. Collaborating with teams to ensure exceptional service delivery and identifying service improvement opportunities.
Customer Success Manager, SaaS, Higher Ed
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.
Customer Success Manager
Customer Success Manager enhancing customer adoption and retention across PMS solutions at Henry Schein. Leading strategic reviews and monitoring customer health for value realization.
Client Success Manager
Client Success Manager acting as the main contact for clients of a digital marketing agency. Ensuring clear communication, performance management, and growth opportunities within client relationships.
Junior Customer Success Associate
Entry-level Customer Success Associate at Meera AI assisting with customer onboarding and engagement. Collaborating closely with Senior CSMs to manage accounts and enhance customer experience.
Customer Success Manager
Customer Success Manager for a fast-growing digital marketing agency managing client relationships and driving campaign performance.
Lead Customer Success Manager – CCaaS
Lead Customer Success Manager enhancing customer experiences at Sprinklr. Engaging across stakeholders to ensure product adoption and organizational impact.
Associate Customer Success Manager, FNSS
Associate Customer Success Manager at Flashpoint supporting customer intelligence needs and building customer relationships. Delivering strategic assistance and operational support for complex mission requirements.
Customer Success
Customer Success Manager at Cherry developing partner practice relationships and leveraging data for growth. Focusing on customer experience and technology in a remote work environment.
Inbox & CRM Coordinator – Lending Operations
Inbox & CRM Coordinator monitoring lender communications and managing CRM in fast-moving merchant cash advance operations. Ideal for organized individuals with MCA experience in a remote setup.
Customer Success Manager
Customer Success Manager responsible for enhancing customer experience and retention for SMB clients at Dodge. Engaging clients through onboarding, training, and support.
Client Success Manager
Client Success Manager at AOA building client relationships and ensuring satisfaction in digital design projects. Focusing on high-touch communication and leveraging AI systems for efficiency.
CRM Specialist
CRM Specialist at Air Apps managing CRM systems and email marketing campaigns. Enhancing customer engagement through automation and data-driven strategies.
CRM Specialist
As a CRM Specialist at Air Apps, manage CRM systems and email marketing campaigns. Collaborate with teams for customer engagement and retention strategies.
Customer Success Manager, NAMER
Customer Success Manager supporting mid-market customers across NAMER. Educating clients on research practices and leading product adoption efforts.
Customer Success Manager, Europe – Emerging Markets
Customer Success Manager helping mid-market customers adopt Maze effectively while elevating their research maturity. Join Maze, the user research platform in Europe.
Director of Customer Success
Director of Customer Success leading customer adoption and relationship management for AI company. Driving retention and growing enterprise ARR in a high-growth environment.
Vice President, Customer Success
VP of Customer Success leading an established, high-performing team in a retail solution company. Driving customer retention, growth, and advocacy across a complex enterprise retail portfolio.
Senior Customer Success Manager
Senior Customer Success Manager at Drata leading relationships and advising on compliance frameworks for major clients. Focus on securing customer success and strategic growth in security posture.