客户经理（SaaS，高等教育）
Account Manager (SaaS, Higher Ed)
### **打造大学不会想失去的合作伙伴关系**
通过建立信任关系、提供实际价值和推动长期增长，帮助大学从Gecko获得更多收益！
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#### **让每个客户都至关重要**
优秀的客户成功不是在季度电话中让人开心。
而是了解合作伙伴真正关心什么，赢得整个机构的信任，证明价值，及早发现风险，并在有真正机会扩大关系时有所行动。
这就是这个职位的核心。
作为Gecko的客户经理，你将负责美国各地大学和学院的合作伙伴组合。你将对他们的成功、留存和增长负责，从日常关系管理到续约、扩展和高级利益相关者对话。
你将花时间与合作伙伴在校园内交流，代表Gecko参加行业活动，并建立难以通过屏幕单独建立的关系。你还将承担商业责任，明确拥有续约和扩展目标。
这不是一个以支持为主的客户成功角色。你将确保合作伙伴获得他们需要的东西，并在出现问题时引入正确的人选，但你的重点是主动的客户管理、留存和增长。
我们寻找一位能够将强大的客户管理与商业自信相结合的人。一位理解复杂组织、能够应对多个利益相关者，并在合适时机从成功对话转向商业讨论的人。
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### **你实际会做的事情**
##### **管理你的合作伙伴组合**
- 全面负责一组大学和学院的合作伙伴。
- 了解他们的目标、优先事项、挑战、使用情况和未来计划。
- 与从日常用户到高级赞助者的各方建立信任关系。
- 在各个部门和团队之间建立强大、多线程的关系。
- 制定成功计划和客户策略，将Gecko与有意义的结果联系起来。
- 始终清晰地掌握合作伙伴的健康状况、风险和机会。
##### **主导续约与增长**
- 从早期规划到达成协议，全程负责续约。
- 确保合作伙伴能清楚看到他们从Gecko获得的价值。
- 发现向新团队、部门和用例扩展的机会。
- 从发现到谈判和成交，主导扩展机会。
查看英文原文
### **Build Partnerships That Universities Wouldn’t Want to Lose**
Help universities get more from Gecko by building trusted relationships, delivering real value and driving long-term growth!
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#### **Make Every Account Matter**
Great Customer Success is not about keeping people happy on a quarterly call.
It is about understanding what matters to a partner, earning trust across the institution, proving value, spotting risk early and knowing when there is a genuine opportunity to grow the relationship.
That is what this role is.
As an Account Manager at Gecko, you will own a portfolio of university and college partners across the US. You will be responsible for their success, retention and growth, from day-to-day relationship management through to renewals, expansion and senior stakeholder conversations.
You will spend time with partners on campus, represent Gecko at sector events and build the kind of relationships that are difficult to create through a screen alone. You will also carry commercial responsibility, with clear ownership of renewal and expansion targets.
This is not a support-led Customer Success role. You will make sure your partners get what they need and bring in the right people when issues arise, but your focus is proactive account management, retention and growth.
We are looking for someone who can combine strong account management with commercial confidence. Someone who understands complex organisations, can navigate multiple stakeholders and is comfortable moving from a success conversation into a commercial one when the opportunity is right.
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### **What You’ll Actually be Doing**
##### **Own Your Partner Portfolio**
- Take full ownership of a portfolio of university and college partners.
- Understand their goals, priorities, challenges, usage and future plans.
- Build trusted relationships with everyone from day-to-day users to senior sponsors.
- Create strong, multi-threaded relationships across departments and teams.
- Develop success plans and account strategies that connect Gecko to meaningful outcomes.
- Keep a clear view of partner health, risk and opportunity at all times.
##### **Lead Renewals and Growth**
- Own renewals from early planning through to agreement.
- Make sure partners can clearly see the value they are getting from Gecko.
- Identify opportunities to expand into new teams, departments and use cases.
- Lead expansion opportunities from discovery through to negotiation and close.
- Carry renewal and expansion targets and maintain an accurate pipeline.
- Run account reviews that connect partner outcomes to future opportunities.
- Keep Salesforce useful, current and honest.
##### **Build Relationships in Person**
- Visit partners regularly on campus across the US.
- Use face-to-face time to deepen relationships and uncover what is really happening inside an account.
- Represent Gecko at Higher Education conferences, exhibitions and partner events.
- Balance in-person and remote engagement in a way that works for each partner.
##### **Make Things Happen**
- Act as the strategic owner of your partner relationships, bringing in Support, Product or other teams when specialist help is needed and making sure nothing falls between the cracks.
- Work closely with Commercial, Product, Support and Enablement.
- Deliver confident demos, account reviews, presentations and commercial conversations.
- Follow through. If you say you will do something, it gets done.
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### **What Success Looks Like**
In your first year, we would love to see:
- Strong retention and renewals completed on time.
- Expansion targets met or exceeded.
- A healthy, credible pipeline across your portfolio.
- Clear, well-managed account plans with no hidden surprises.
- Strong relationships across multiple levels within each institution.
- Partners using Gecko well and achieving meaningful outcomes.
- Regular, valuable face-to-face engagement.
- Confident account reviews that lead to clear decisions and next steps.
- Partners who trust your judgement and see you as someone who gets things moving.
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### **Who You Are**
- You have experience owning a portfolio of accounts in a B2B SaaS business, with direct responsibility for retention, renewals and expansion.
- You are comfortable managing complex or strategic accounts with multiple stakeholders and longer decision cycles.
- You can build genuine relationships without losing commercial focus.
- You can point to commercial outcomes you have personally influenced, whether through renewals, expansion, upsell or growth within existing accounts.
- You are confident talking about pricing, value, revenue and next steps.
- You know how to uncover an opportunity and progress it properly.
- You can lead meetings, demos, executive reviews and negotiations.
- You are organised, proactive and comfortable managing a portfolio, pipeline and regular travel.
- You ask good questions, listen properly and do not wait to be told what to do.
- You care about the wider team and will share what you know.
Experience in Higher Education or EdTech would be useful, but it is not essential. We care more about your ability to manage complex relationships, deliver commercial growth and understand what matters to our partners.
##### A Word on Travel
Travel is a regular part of this role. You’ll visit university and college partners across the US where face-to-face time adds value, attend Higher Education conferences and events, and occasionally travel internationally, including to the UK.
We are a remote-first company, but this is not a remote-only relationship role. You need to enjoy getting out, meeting people and building trust face-to-face.
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### **Working Pattern**
This role works broadly in line with East Coast hours, so we’re looking for someone based in the Eastern or Central time zones.
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### **And Why Gecko?**
We build software that helps universities connect with and support students in ways that actually work.
More than 150 institutions around the world use Gecko across student recruitment, communications, events and engagement. We are a team of around 40 people, so your work will be visible, your decisions will matter and good ideas will not disappear into layers of approval.
You will get:
- **Real ownership:** You will be trusted to run your accounts and make decisions.
- **Commercial impact:** Your work will directly influence retention, expansion and growth.
- **Work-life balance:** 33 days’ holiday, flexible working and the opportunity to work from another location through our Workation policy.
- **Remote-first working:** With a brilliant home office set-up, MacBook Pro and headphones of your choice.
- **Comprehensive benefits:** Medical, dental, vision, 401(k), and perks via Perkbox.
- **A small, ambitious team:** Good people who are collaborative, direct and low on bureaucracy.
- **Room to shape things:** Customer Success at Gecko is evolving, and you will help influence what comes next.
- **Connected virtual culture:** We’re fully remote, but collaborative by default. Our virtual office is a big part of how we stay connected, solve problems quickly, and keep work feeling human.
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### **Ready to Join the Gecko Team?**
We’re looking for someone who can build trust, lead commercial conversations and take real ownership of partner growth.
You’ll care deeply about partner outcomes, but you won’t shy away from targets, negotiation or asking where Gecko could add more value.
If that sounds like you, we’d love to hear from you!
You can find out more about working with us [here](https://careers.geckoengage.com/pages/workplace-culture) ⬅️
**_A quick note on the title: internally at Gecko, this role sits within our Customer Success team and is known as a Customer Success Executive (CSE). We use Account Manager externally in the US because it better reflects the commercial account ownership of the role._**
##### **Note on Using AI in Your Application**
At Gecko, we encourage thoughtful use of AI tools to strengthen your application, but authenticity matters.
Use AI to help organise or refine your thinking, not to invent experience or replace your own voice. We want to understand what you have actually done, how you think and what you could bring to Gecko.
For more on responsible AI use in job applications, visit our [AI guidance page](https://careers.geckoengage.com/pages/genai-in-job-applications) 👈
*Please note that we can only accept applications from US-based applicants who already have a valid right to work in the US.
**Agencies, we kindly ask that you read this [Hiring Notice](https://geckoengage.com/gecko-hiring-notice-for-recruiters/) before getting in touch.