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.

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.

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.

Customer Success Manager, SaaS, Higher Ed

Key skills