Customer Success Manager, B2B SaaS, Higher Ed

Gecko | AI-Powered Student Engagement Platform

Customer Success Manager responsible for building strategic relationships with Higher Education institutions. Driving retention and growth in a B2B SaaS context with a focus on relationship management.

Posted 7/31/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing B2B SaaS customer accounts, focusing on renewals and commercial growth while building strong relationships with stakeholders. Proficient in developing account strategies that drive meaningful outcomes and effectively balancing in-person and remote engagement.

Highest-signal resume keywords

B2B SaaS Account ManagementRenewals and Expansion OwnershipStakeholder Relationship BuildingStrategic Account ManagementHigher Education or EdTech Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account Strategy DevelopmentCommercial Growth ManagementPipeline ManagementOpportunity IdentificationComplex Account Management

Soft Skills

Proactive Problem SolvingEffective ListeningOrganizational SkillsRelationship BuildingCommunication Skills

Industry Keywords

Higher EducationEdTechStakeholder EngagementCustomer RetentionSector Events

About the role

Key responsibilities & impact

Own a portfolio of Higher Education partners across the UK and internationally.
Responsible for success, retention and growth, from day-to-day relationship management through to renewals, expansion and senior stakeholder conversations.
Spend time with partners on campus, represent Gecko at sector events and build relationships.
Carry commercial responsibility, with ownership of renewal and expansion targets.
Develop success plans and account strategies that connect Gecko to meaningful outcomes.
Identify opportunities to expand into new teams, departments and use cases.
Visit partners regularly on campus across the UK and balance in-person and remote engagement.
Own issues through to resolution, bringing in the right internal teams when needed.

Requirements

What you’ll need

Experience managing customer accounts in a B2B SaaS business.
Owned renewals, expansion or commercial growth.
Comfortable managing complex or strategic accounts with multiple stakeholders and longer decision cycles.
Can build genuine relationships without losing commercial focus.
Confident talking about pricing, value, revenue and next steps.
Know how to uncover an opportunity and progress it properly.
Organised, proactive and comfortable managing a portfolio, pipeline and regular travel.
Ask good questions, listen properly and do not wait to be told what to do.
Experience in Higher Education or EdTech would be useful, but not essential.

Benefits

Comp & perks

Real ownership: You will be trusted to run your accounts and make decisions.
Commercial impact: Your work will directly influence retention, expansion and growth.
A 34-hour week: With flexible working and the option to compress your hours across four days.
33 days’ holiday: Plus the opportunity to work from another location through our Workation policy.
Remote-first working: With a brilliant home office set-up, MacBook Pro and headphones of your choice.
Proper benefits: Private healthcare, pension, life insurance, EAP and Perkbox.
A small, ambitious team: Good people who are collaborative, direct and low on bureaucracy.
Room to shape things: Customer Success at Gecko is evolving, and you will help influence what comes next.
Connected virtual culture: We’re fully remote, but collaborative by default. Our virtual office is a big part of how we stay connected, solve problems quickly, and keep work feeling human.