US Account Manager; SaaS, Ed

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 an Account Manager at Gecko, you will own a portfolio of university and college partners across the US. 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.

This is not a support-led Customer Success role. You will make sure your partners get what they need and bring in the right people when issues arise, but your focus is proactive account management, retention and growth.

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

• Act as the strategic owner of your partner relationships, bringing in Support, Product or other teams when specialist help is needed and making sure nothing falls between the cracks.
• Work closely with Commercial, Product, Support and Enablement.
• Deliver confident demos, account reviews, presentations and commercial conversations.
• 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…