US Customer Success Manager (SaaS, Higher Ed)

Gecko is an AI-powered student engagement platform that helps universities better engage and support students. The Customer Success Manager will own a portfolio of college and university customers, ensuring they derive genuine value from the platform while managing renewals and expansions.

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
• 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
• Leading expansion conversations from discovery through to close
• 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
• Like owning things and don't need someone checking your homework
• 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