Customer Success Manager (SaaS, Higher Ed)

FULL JOB DESCRIPTION

About us

Gecko is an EdTech company building software that helps universities better engage, support, and retain students. We work closely with Higher Education institutions to solve real problems, and we care deeply about how we work—valuing trust, autonomy, collaboration, and impact as much as results.

 

Employer: Gecko

Position: Customer Success Manager 

Salary: Competitive 

Job Type: Full-time 

Work location: Edinburgh, Remote

 

What We Offer:

• ‎A meaningful role where you own and grow real customer relationships
• ‎The opportunity to work closely with universities and influence student success
• ‎A customer-focused environment that values long-term outcomes over box-ticking
• ‎The chance to help shape and evolve the Customer Success function at Gecko

Other Benefits:

• 33 days holiday plus flexible working arrangements
• ‎Optional compressed 4-day workweek within a 34-hour week
• ‎Remote-first setup with a MacBook Pro and home office equipment
• ‎Workation opportunities to work from different locations
• ‎Private healthcare, pension, death in service & EAP
• ‎Perkbox discounts and benefits
• ‎A supportive, collaborative, and genuinely enjoyable team culture
• ‎High levels of trust, autonomy, and ownership

Your Role Will Include:

As a Customer Success Manager, you will:

• ‎Own a portfolio of Higher Education customers from onboarding onwards
• ‎Build strong, trusted relationships with university stakeholders
• ‎Run meaningful check-ins, reviews, and QBRs
• ‎Manage renewals end-to-end and lead expansion conversations
• ‎Monitor usage, spot risks early, and proactively drive customer success
• ‎Support customers day-to-day while balancing proactive account management
• ‎Run demos, account reviews, and commercial discussions
• ‎Keep account data and activity clearly documented in Salesforce
• ‎Travel to customer campuses and sector events when needed

‎Key duties include:

• ‎Managing transport operations in line with UK transport legislation
• ‎Ensuring full compliance with DVSA, Traffic Commissioner, and Operator Licence requirements
• ‎Planning and optimising vehicle routes and schedules
• ‎Overseeing vehicle maintenance, inspections, and MOTs
• ‎Managing driver compliance with tachograph, drivers’ hours, and working time regulations
• ‎Recruiting, training, and supervising drivers and transport staff
• ‎Maintaining accurate transport records and documentation
• ‎Implementing health & safety policies
• ‎Managing transport budgets, fuel efficiency, and costs
• ‎Acting as the main point of contact during audits and regulatory reviews

What We’re Looking For:

We’re looking for someone who:

• ‎Is comfortable owning renewals and commercial conversations
• ‎Has experience in SaaS, Higher Education, or a client-facing account role
• ‎Can confidently run meetings, demos, and reviews
• ‎Is naturally curious, organised, and proactive
• ‎Enjoys autonomy and taking full ownership of their accounts
• ‎Can manage multiple customers without losing attention to detail
• ‎Is happy to travel occasionally for customer visits and events

 

If you enjoy working with people, solving meaningful problems, and being trusted to own your work, this role is for you. At Gecko, you won’t just manage accounts—you’ll build genuine partnerships, drive real value, and help shape the future of student engagement in Higher Education, all within a flexible, supportive, and people-first culture.

 

 

Note On Using AI In Your Application

At Gecko, we encourage you to use AI tools to enhance your application, but we value authenticity and honesty. Use AI to refine your content, but do ensure it truly reflects your skills and experiences.

For more on responsible AI use in job applications, visit our AI guidance page

We’re excited to see your authentic skills and experiences shine!

Please note that we can only accept applications from UK-based applicants who already have a valid right to work in the UK.

Agencies, we kindly ask that you read this Hiring Notice before getting in touch.

 

 

APPLICATION PROCESS

If you’re interested in this role, CLICK HERE and apply now!