Gecko | AI-Powered Student Engagement Platform

Customer Success Manager, SaaS, Higher Ed

Gecko | AI-Powered Student Engagement Platform

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSaccount managementcustomer retentioncustomer expansionSalesforcecustomer advocacycommercial ownershipdemosaccount reviewsproactive account management
Soft Skills
customer relationship managementcommunicationorganizational skillsproblem-solvingcuriositymeeting facilitationbalancing prioritiessupport ownershipengagement monitoringvalue demonstration