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: United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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.
Applicant Tracking System Keywords

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

Soft Skills
customer advocacycommercial ownershipcommunicationorganizationproblem-solvingcuriosityownershiprelationship managementpresentation skillstime management