Customer Success Manager | REMOTE (Ontario) at Gatekeeper

Gatekeeper is a SaaS-based, next-generation Vendor & Contract Lifecycle Management (VCLM) & Third Party Risk Management (TPRM) Solution. We help 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 long-term customers including Ford, Accor, Roche, The Telegraph, Autotrader, Tesco and Pokemon. 

Due to our strong global growth and recent private equity investment from Vista Equity Partners, we are looking for an experienced and tech-savvy Customer Success Manager to join our talented and growing Customer Success team.

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

You will closely monitor the health of our customer relationships, predicting and navigating challenges to offer solutions that increase retention and cross/up-sell opportunities.

You will play an important role in a tight-knit team to create new business processes, uncover opportunities and position yourself for success.

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

In this role you will:

• Create and maintain Success Plans for your customers

  • Optimization: Detail how your customers can maximize ROI within their existing use case; the how, why, and when and progressing with the customer during recurring touchpoints. Lean on in-depth knowledge of our product to identify the best features/ functionality for each customer’s required business outcomes. 

  • Highlight Risk: Thoroughly highlight any risk that exists within the account, noting actionable next steps to mitigate and escalate as required internally. 

  • Strategy: Document the account strategy including adoption of key features, expansion opportunities, strategic engagements (health checks and executive business reviews:  whose buy-in is needed, when is the right time, who will need to be included (internally and externally). 

• Growth Generation

  • Identify expansion (cross-sell and upsell opportunities) opportunities and work closely with Account Executives (AEs) to capture growth opportunities. 

  • Obtain referral leads

• Customer Advocacy

  • Advocate effectively on behalf of your customers in internal forums (written and orally) with CS leadership, SLT and cross-functional teams (product, professional services, support, etc.), acting as the “voice of the customer” by providing internal feedback. 

  • Effectively document customer friction and risk: what processes/ product features are contributing factors and what impact do they have for the customer? 

  • Marketing Advocacy Events: Turn customers into promoters by encouraging participation in a variety of marketing-related advocacy events such as public reviews, testimonials, case studies and more as required. 

  • Net Promoter Score (NPS): Respond to and discuss user NPS scores, encouraging candid feedback to drive data-driven decisions internally. 

• Contribute to the Growth & Scaling of the CS function

  • By sharing wins and challenges in team format, providing and eliciting feedback from peers and leaders. 

  • Contribute to the creation and revision of standard operating procedures (SOPs) aimed at optimising the department and contributing to making data-driven decisions.  

  • Participate and contributing to enablement sessions and content pieces, using your skills and experiences to support the team en masse. 

About you:

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

• Do you want to work in a fast-moving, fast-growing, fast-talking startup?

• Do you have what it takes to deliver value over and above expectations on a consistent basis?

If this sounds like you then please read on….