Customer Success Manager; SaaS, Ed

Position: Customer Success Manager (SaaS, Higher Ed)
Location: City of Edinburgh

Overview

Customer Success Manager (SaaS, Higher Ed) at Gecko | AI-Powered Student Engagement Platform. You’ll own a portfolio of Higher Education customers and ensure they’re genuinely successful with our platform — not just renewed, but actually getting value from it.

What You’ll Actually Be Doing

• Owning customer relationships: be the main point of contact for a group of universities from onboarding onwards.
• Getting to know your customers: 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 (more if it makes sense).

Keeping Customers with Us (Retention)

• Owning renewals end to end; planning ahead, showing value, and keeping things on track.
• Watching usage and engagement to spot risks early and take action.
• Ensuring customers feel supported, heard, and confident in what we’re building.

Growing Accounts

• Taking ownership of commercial growth within your accounts, including expansion opportunities.
• Identifying where Gecko could add more value across teams, departments, or use cases, and 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 so that teammates can understand what’s going on.

Supporting Customers Day to Day

• Providing first-line support as part of a broader account ownership role, not just ticket handling.
• Owning issues through to resolution, including coordinating with other teams when needed.
• Balancing reactive support with proactive account management.

What Good Looks Like

• Customers renew on time with minimal follow-up.
• They actively use the platform and articulate its value.
• Strong relationships with open, honest communication.
• Risks are anticipated and managed before they become issues.
• Your accounts are well-run and well-documented.

Who This Is For

• 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 similar.
• You’re confident running meetings, demos, and reviews with diverse stakeholders.
• You’re curious by default, ask questions, and keep learning.
• You’re self-motivated and organized enough to manage multiple accounts without needing someone to supervise.
• You’re willing to travel for customer visits and sector events.

Why Gecko?

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

Benefits

• Work-Life Balance: 33 days of holiday, optional compressed 4-day workweek, and flexible working arrangements.
• Remote flexibility with setup including Mac Book Pro and headphones.
• 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.
• Supportive team, room to grow, and a dynamic virtual environment.

Ready to Join?

If you’re ready to embrace a learning mindset, work collaboratively, prioritise customers, and thrive in a culture of change, we want to hear from you. Apply now and be part of a team shaping the future of Ed-Tech. Note on AI usage: use AI tools to refine your content but ensure it reflects your skills and experiences.

Additional notes: UK-based applicants with valid right to work; agencies should review the Hiring Notice before contacting us.

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