Customer Success Manager | REMOTE (Ontario)

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…