Customer Success Executive, B2B SaaS, Higher Ed

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage a portfolio of Higher Education partners both in the UK and internationally.

• Oversee partner success, retention, and growth initiatives.

• Establish trusted, multi-level relationships with everyday users as well as senior sponsors.

• Create success plans and account strategies linked to significant outcomes.

• Track partner health, risks, and opportunities.

• Take responsibility for renewals from planning to agreement finalization.

• Identify and spearhead expansion opportunities through discovery, negotiation, and closure.

• Maintain renewal and expansion targets while ensuring an accurate pipeline.

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

• Keep precise Salesforce records.

• Regularly visit university partners on their campuses throughout the UK.

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

• Travel internationally, including to the US, as necessary.

• Serve as the primary point of contact and manage issues until resolution.

• Collaborate with Commercial, Product, Support, and Enablement teams.

• Deliver demonstrations, account reviews, presentations, and commercial discussions.

• Provide support coverage as needed.

• Drive partner retention, renewals, expansion, adoption, and impactful outcomes.

⛳️ Requirements

• Experience in managing customer accounts within a B2B SaaS environment.

• Proven track record in handling renewals, expansions, or commercial growth.

• Experience managing complex or strategic accounts with multiple stakeholders and extended decision-making processes.

• Ability to cultivate authentic relationships while maintaining a commercial perspective.

• Confidence in discussing pricing, value propositions, revenue, and next steps.

• Skill in identifying and progressing opportunities effectively.

• Competence in leading meetings, demonstrations, executive reviews, and negotiations.

• Organized and proactive in managing a portfolio, pipeline, and regular travel commitments.

• Experience in Higher Education or EdTech is beneficial but not mandatory.

• Must be located in the UK.

• Must possess a valid right to work in the UK.

• Willing to travel regularly across UK university campuses, sector events, and potentially internationally, including to the US.

🏝️ Benefits

• A 34-hour work week.

• Flexible working arrangements.

• Option to condense hours over four days.

• 33 days of holiday.

• Opportunity to work from a different location through the Workation policy.

• Remote-first working environment.

• Home office setup provided.

• MacBook Pro included.

• Headphones of your choice provided.

• Private healthcare coverage.

• Pension scheme.

• Life insurance policy.

• Employee Assistance Programme (EAP).

• Access to Perkbox.

• Connected virtual culture.

• Genuine ownership and decision-making autonomy.

• Opportunity to make a commercial impact.

• Chance to influence Customer Success practices.