[Remote] US Customer Success Manager (SaaS, Higher Ed)

Note: The job is a remote job and is open to candidates in USA. Gecko is an AI-powered student engagement platform that helps universities better engage and support students. The Customer Success Manager will own a portfolio of college and university customers, ensuring they derive genuine value from the platform while managing renewals and expansions. Responsibilities • Owning customer relationships • 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 genuinely useful, not just going through the motions • Visiting customers on campus at least once a year, and more often where it adds value • 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 retention and growth across your accounts, including identifying and progressing expansion opportunities • Spotting where Gecko could add value across teams, departments, or use cases, and being confident opening 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 up to date so account history, risks, and opportunities are easy for others to follow • Acting as a first point of contact for customer issues, owning them through to resolution with support from the wider team, not as a ticket-only function • Balancing reactive support with proactive account management (yes, we know that’s a skill) Skills • Comfortable with commercial responsibility and understand how retention and expansion drive a SaaS business • Worked in an account manager or client-facing role in SaaS, Higher Ed, or something similar • Comfortable balancing customer advocacy with commercial ownership • Confident running meetings, demos, and reviews with different types of people • Curious by default; you ask questions, dig into problems, and keep learning • Like owning things and don't need someone checking your homework • Organised enough to juggle multiple accounts without dropping the ball • Happy to travel within the US for customer visits and sector events, and very occasionally to the UK Benefits • Medical • Dental • Vision • 401(k) • Perks via Perkbox Company Overview • We provide smart solutions to common challenges in the Higher Education sector. It was founded in 2012, and is headquartered in Edinburgh, Edinburgh, City of, GBR, with a workforce of 11-50 employees. Its website is https://geckoengage.com/.