Customer Success Manager | REMOTE (Ontario)

Description

Gatekeeper is a SaaS-based, next-generation Vendor & Contract Lifecycle Management (VCLM) and Third-Party Risk Management (TPRM) solution. We empower our customers to restore visibility of their vendor contracts, take control of their vendor and contract processes, and safeguard compliance of their third parties.

Gatekeeper has consistently achieved significant, profitable growth YoY, with our customer base including Ford, The Telegraph, Autotrader, SumUp, Crocs and Funding Circle.

Following private equity investment from Vista Equity Partners we are seeking an experienced and tech-savvy Customer Success Manager to join our talented and growing Customer Success team.

As a Customer Success Manager at Gatekeeper, you will be a trusted advisor and change agent, nurturing strong relationships and ensuring our customers receive maximum value from our solution. You are responsible for understanding customer needs and guaranteeing ongoing success throughout their journey.

You will manage a book of business around 40 - 60 accounts, spanning from SMB, Mid-Market, and Enterprise customers across several industries, including Financial Services, BioTech & Pharma, and Software & Technology. This role focuses on driving adoption, customer advocacy, process optimization, and cross-functional collaboration.

You will collaborate with a designated Account Director, who will own the commercial responsibilities of accounts, such as Expansion and Renewal. Travel may be required a few times per quarter.

Note: This is a fully remote position, open to applicants based in Ontario.

• Technical Expertise & Consultation

  • Act as a trusted technical consultant, guiding customers in leveraging Gatekeeper’s features and capabilities to meet their specific business needs

  • Drive product enablement with customers to empower customers with technical know-how around product configuration, workflows, and data model best practices, along with enablement on new features and enhancements

  • Work with customers to pilot and collaboratively create solutions or configurations that address their evolving technical challenges

• Customer Adoption & Value Delivery

  • Work closely with customers to ensure seamless integration and effective utilization of Gatekeeper’s solutions within their existing workflows

  • Develop customized adoption strategies based on each customer’s organizational structure and business objectives.

  • Align Gatekeeper’s offerings with the customer’s evolving business objectives to maintain relevance and drive continued success

  • Regularly communicate the value delivered by Gatekeeper’s solutions through usage data, success stories, and ROI analyses

  • Collaborate with stakeholders to address resistance to change, ensuring smooth transitions to new processes and workflows

• Collaborative Customer Relationship Management

  • Understand each customer’s unique goals, challenges, and organizational dynamics to best serve as a trusted advisor.

  • Cultivate meaningful, long-term customer relationships to ensure satisfaction, retention, and advocacy.

  • Work closely with the designated AD to ensure alignment on account strategies, renewal timelines, and expansion opportunities

  • Partner with the AD to plan and execute strategic engagements, such as Executive Business Reviews (EBRs), ensuring mutual goals are met

• Data-Driven Insights

  • Analyze customer usage data to identify opportunities for improved engagement and recommend solutions.

  • Monitor customer health metrics to detect early signs of failed value delivery, and implement corrective actions proactively

  • Identify and mitigate potential risks to the relationship, escalating issues and coordinating internally to provide timely resolutions.

• Customer Advocacy

  • Advocate effectively on behalf of customers in internal forums, acting as the “voice of the customer” to influence product or service improvement

  • Turn satisfied customers into promoters by encouraging participation in initiatives like testimonials, case studies, or reference programs.

  • Facilitate customer involvement in marketing events such as webinars, speaking engagements, or public reviews to showcase their success with Gatekeeper.

• Do you have an empathetic, customer-focused mentality, with an incredible ability to listen, understand, and support customers?

• Are you skilled at fostering strong partnerships, not only with customers but also with internal stakeholders like Account Directors, to ensure seamless collaboration on renewals and expansions?

• Are you committed to delivering value above and beyond expectations consistently?

If this sounds like you, then please read on…

Requirements

• Proven customer success experience (3+ years) for a mid-market software organization, especially if in the realm of Vendor and/or Contract Lifecycle Management, LegalTech, with a focus on supporting strategic customer initiative OR experience in as a Customer Success Architect, Customer Enablement, Learning & Design, and/or Product Manager

• Experience in strategically managing a book of business of anywhere from 30 - 75 assigned accounts, highlighting priority areas based on data.

• Adept at learning new technologies and sharing your product knowledge effectively in a customer-facing environment.

• Familiarity with the software as a service (SaaS) recurring revenue business model and the role of an adoption-focused Customer Success function within it.

• Demonstrable concise communication skills in all mediums: verbal/video and written.

• Ability to manage stakeholder expectations effectively

• Disciplined with a systems mindset and focus on continuous improvement

What we offer

• 100% remote working: no offices and no commute.

• Generous vacation package.

• Monthly Health & Wellbeing Perk.

• Learning & Development opportunities for lifelong learners

• Technology: we provide everything you need to do your best work.

• Gatekeeper for Good: Match funding to support non-profit organizations in your local community.

• Gatekeeper retreats.

At Gatekeeper, we live by our company vision and values. If these ring true to you, then we’d like to talk to you.

We are on a mission to make our customers’ working lives easier, more productive, and highly valued by solving contract and vendor management problems that deliver demonstrable ROI. We are relentlessly focused on solving customer problems to deliver measurable ROI, and we are committed to understanding our customers’ challenges at the deepest level. (Please note, this role is likely to involve some national and international travel.)

Gatekeeper offers a diverse and multicultural working environment, currently spanning 15 countries. We respect each other’s differences and welcome candidates from all backgrounds.