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.

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

ABOUT US

A market-leading product, a skilled and supportive team and distinctive values make Gatekeeper a uniquely rewarding place to work.
We’re proud of the company we’re building and we’d love for you to be part of it.

ROLE OVERVIEW

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.