Customer Success Manager, B2B SaaS, Higher Ed

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

📋 Description

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

• Oversee partner success, retention, and growth through effective relationship management, renewals, and expansions.

• Foster trusted, multi-faceted relationships ranging from everyday users to senior stakeholders.

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

• Assess partner health, identify risks, and spot opportunities.

• Take charge of renewals from initial planning to final agreement.

• Discover and lead expansion opportunities from initial engagement to negotiation and closure.

• Meet renewal and expansion targets while maintaining a precise pipeline.

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

• Keep accurate records in Salesforce.

• Regularly visit university partners on 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 contact and manage issues until resolution.

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

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

• Provide support coverage as needed.

• Promote retention, renewals, expansion, partner engagement, and in-person interactions.

⛳️ Requirements

• Proven experience managing customer accounts within a B2B SaaS environment.

• Experience in owning renewals, expansions, or driving commercial growth.

• Skilled in managing complex or strategic accounts with multiple stakeholders and lengthy decision-making processes.

• Ability to cultivate authentic relationships while maintaining a focus on commercial objectives.

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

• Proficient in identifying and effectively progressing opportunities.

• Capable of leading meetings, demos, executive reviews, and negotiations.

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

• Strong questioning skills, attentive listening, and the ability to work independently.

• Willingness to share knowledge and contribute to team success.

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

• Must be based in the UK.

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

• Willingness to travel regularly across the UK and internationally, including to the US.

🏝️ Benefits

• A 34-hour work week with flexible hours and the option to condense hours over four days.

• 33 days of annual leave.

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

• Remote-first working model.

• Home office setup provided.

• MacBook Pro included.

• Choice of headphones.

• Private healthcare coverage.

• Pension plan.

• Life insurance benefits.

• Employee Assistance Programme (EAP).

• Access to Perkbox.

• A connected virtual culture and collaborative online office environment.

• Genuine ownership and decision-making authority.

• Commercial impact through retention, expansion, and growth initiatives.

• Work within a small, collaborative team with minimal bureaucracy.

• Opportunity to influence the development of Customer Success.