Gecko | AI-Powered Student Engagement Platform

Customer Success Manager

• 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)

Customer Success Manager, SaaS, Higher Ed

• 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.