The short version
You like people. You like solving problems. You like being trusted to just get on with it.
As a Customer Success Executive at Gecko, you’ll own a portfolio of Higher Education customers and make sure they’re genuinely successful with our platform; not just “renewed”, but actually getting value from it.
You’ll build strong relationships, run renewals and expansions, handle the day-to-day questions, and spot opportunities before they turn into problems. You’ll be the person customers trust, and the person internally who actually knows what’s going on in their accounts.
You’ll be commercially aware, comfortable owning renewals and expansion conversations, without losing sight of what’s best for the customer.
What you’ll actually be doing
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 useful (not box-ticking).
* Visiting campuses at least once a year (sometimes more if it makes sense).
Keeping customers with us (because they want to stay)
* 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.
Growing accounts in a sensible way
* Taking ownership of commercial growth within your accounts, including expansion opportunities.
* Spotting where Gecko could add more value across teams, departments, or use cases - and being confident 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 enough that the next person can actually understand what’s going on.
Supporting customers day to day
* Providing first-line support as part of a wider account ownership role, not as a ticket-only function.
* Owning issues through to resolution, even when it means pulling in other teams.
* Balancing reactive support with proactive account management (yes, we know that’s a skill).
You’ll know you’re doing well when…
* Customers renew on time and don’t need chasing.
* They’re actually using the platform - and telling us (and others) why it’s valuable.
* You’ve built relationships where people are open and honest with you.
* Risks don’t come as a surprise.
* Your accounts are well-run, well-documented, and calm (most of the time).
This role is probably for you if…
* 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 something similar.
* You’re confident running meetings, demos, and reviews with different types of people.
* You’re curious by default; you ask questions, dig into problems, and keep learning.
* You like owning things and don’t need someone checking your homework.
* You’re organised enough to juggle multiple accounts without dropping the ball.
* You’re happy to travel for customer visits and sector events.
And why Gecko?
We build software that helps universities better engage and support students, and we care a lot about how we work while doing it.
At Gecko, you’ll get:
* Work-Life Balance: 33 days of holiday, optional compressed 4-day workweek, and flexible working arrangements.
* JFDI Attitude: We believe in getting things done within a short 34-hour workweek
* Remote Flexibility: Embrace remote working with a stellar home office setup, also including MacBook Pro and headphones of your choice.
* Workation: Take your work on the road and explore new horizons.
* Perks Galore: Private healthcare, pension, death in service, EAP, and employee discounts & perks via Perkbox.
* Trust & Autonomy: We hire smart people and trust them to do great work. Simple as that.
* Supportive Team: A team that’s collaborative, kind, and actually enjoyable to work with.
* Room to Grow: Help shape how Customer Success works at Gecko as the function continues to evolve.
* Dynamic Virtual Environment: Work with some of the best in the biz in a dynamic, energetic, and super fun vibrant virtual office environment, where collaboration knows no bounds.
Ready to Join the Gecko Team?
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 that's shaping the future of Ed-Tech! You can find out more about working with us here ⬅️
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.
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