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)

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.

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

Customer Success Manager, SaaS, Higher Ed

Key skills