Customer Success Manager; SaaS, Ed

The short version

You like people. You like solving problems. You like being trusted to just get on with it.

As a Customer Success Manager at Gecko, you’ll own a portfolio of Higher Education customers and make sure they’re genuinely successful with our platform; not just “renewed”, but actually getting value from it.

You’ll build strong relationships, run renewals and expansions, handle the day-to-day questions, and spot opportunities before they turn into problems. You’ll be the person customers trust, and the person internally who actually knows what’s going on in their accounts.

You’ll be commercially aware, comfortable owning renewals and expansion conversations, without losing sight of what’s best for the customer.

• 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 useful (not box‑ticking).
• Visiting campuses at least once a year (sometimes more if it makes sense).

• 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 commercial growth within your accounts, including expansion opportunities.
• Spotting where Gecko could add more value across teams, departments, or use cases – and being confident having those conversations.
• Leading expansion conversations from discovery through to close.
• Running demos and account reviews that connect outcomes to product value and commercial impact.
• Keeping Salesforce tidy enough that the next person can actually understand what’s going on.

• Providing first‑line support as part of a wider account ownership role, not as a ticket‑only function.
• Owning issues through to resolution, even when it means pulling in other teams.
• Balancing reactive support with proactive account management (yes, we know that’s a skill).

• Customers renew on time and don’t need chasing.
• They’re actually using the platform – and telling us (and others) why it’s valuable.
• You’ve built relationships where people are open and honest with you.
• Risks don’t come as a surprise.
• Your accounts are well‑run, well‑documented, and calm (most of the time).

• You’re comfortable with commercial responsibility and understand how retention and expansion drive a SaaS business.
• You’ve worked in an account manager or client‑facing role in SaaS, Higher Ed, or something similar.
• 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 for customer visits and sector events.

We build software that helps universities better engage and support students, and we care a lot about how we work while doing it.

At Gecko, you’ll get:

• Work‑Life Balance: 33 days of holiday, optional compressed 4‑day workweek, and flexible working arrangements.
• JFDI Attitude: We believe in getting things done within a short 34‑hour workweek
• Remote Flexibility: Embrace remote working with a stellar home office setup, also including Mac Book Pro and headphones of your choice.
• Workation: Take your work on the road and explore new horizons.
• Perks Galore: Private healthcare, pension, death in service, EAP, and employee discounts & benefits via Perkbox.
• Trust & Autonomy: We hire smart people and trust them to do great work. Simple as that.
• Supportive Team: A team that’s collaborative, kind, and actually enjoyable to work with.
• Room to Grow: Help shape how Customer Success works at Gecko as the function continues to evolve.
• Dynamic Virtual Environment: Work…