Customer Success Manager (B2B SaaS, Higher Ed

Build Partnerships That Universities Wouldn’t Want to Lose

Help universities get more from Gecko by building trusted relationships, delivering real value and driving long-term growth!

Great Customer Success is not about keeping people happy on a quarterly call.

It is about understanding what matters to a partner, earning trust across the institution, proving value, spotting risk early and knowing when there is a genuine opportunity to grow the relationship.

That is what this role is.

As a Customer Success Executive at Gecko, you will own a portfolio of Higher Education partners across the UK and internationally. You will be responsible for their success, retention and growth, from day-to-day relationship management through to renewals, expansion and senior stakeholder conversations.

You will spend time with partners on campus, represent Gecko at sector events and build the kind of relationships that are difficult to create through a screen alone. You will also carry commercial responsibility, with clear ownership of renewal and expansion targets.

We are looking for someone who can combine strong account management with commercial confidence. Someone who understands complex organisations, can navigate multiple stakeholders and is comfortable moving from a success conversation into a commercial one when the opportunity is right.

• Take full ownership of a portfolio of university partners.

• Understand their goals, priorities, challenges, usage and future plans.

• Build trusted relationships with everyone from day-to-day users to senior sponsors.

• Create strong, multi-threaded relationships across departments and teams.

• Develop success plans and account strategies that connect Gecko to meaningful outcomes.

• Keep a clear view of partner health, risk and opportunity at all times.

• Own renewals from early planning through to agreement.

• Make sure partners can clearly see the value they are getting from Gecko.

• Identify opportunities to expand into new teams, departments and use cases.

• Lead expansion opportunities from discovery through to negotiation and close.

• Carry renewal and expansion targets and maintain an accurate pipeline.

• Run account reviews that connect partner outcomes to future opportunities.

• Keep Salesforce useful, current and honest.

• Visit partners regularly on campus across the UK.

• Use face-to-face time to deepen relationships and uncover what is really happening inside an account.

• Represent Gecko at Higher Education conferences, exhibitions and partner events.

• Travel internationally, including to the US, where partner needs and opportunities require it.

• Balance in-person and remote engagement in a way that works for each partner.

• Act as the main point of contact for your partners.

• Own issues through to resolution, bringing in the right internal teams when needed.

• Work closely with Commercial, Product, Support and Enablement.

• Deliver confident demos, account reviews, presentations and commercial conversations.

• Provide support cover where required, while keeping your focus on proactive account management and growth.

• Follow through. If you say you will do something, it gets done.

In your first year, we would love to see:

• Strong retention and renewals completed on time.

• Expansion targets met or exceeded.

• A healthy, credible pipeline across your portfolio.

• Clear, well-managed account plans with no hidden surprises.

• Strong relationships across multiple levels within each institution.

• Partners using Gecko well and achieving meaningful outcomes.

• Regular, valuable face-to-face engagement.

• Confident account reviews that lead to clear decisions and next steps.

• Partners who trust your judgement and see you as someone who gets things moving.

• You have experience managing customer accounts in a B2B SaaS business.

• You have owned renewals, expansion or commercial growth.

• You are comfortable managing complex or strategic accounts with multiple stakeholders and longer decision cycles.

• You can build genuine relationships without losing commercial focus.

• You are confident…