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SalaryDescription
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 Canada, EST timezones.
In this role you will:
Create and maintain Success Plans for your customers
Maximise customer usage
Increase their ROI
Limit churn
Conduct Business Reviews
Growth Generation
Identify expansion (cross-sell and upsell opportunities)
Obtain referral leads
Advocacy. Obtain:
Public reviews
Testimonials
Case Studies
Drive customer satisfaction (Net Promoter Score)
Use your in-depth knowledge of our product to identify the best features/functionality for each customer’s required outcomes
Be the 'voice of the customer' to provide internal feedback on how we can better serve them
Write and update Standard Operating Procedures
Respond to customer support queries effectively and in a timely manner
Record key statistics including time recording to help optimise the CS function
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….
Requirements
Proven account management experience with a focus on supporting strategic customer initiatives, expanding accounts, securing referrals driving NRR growth
Experience in strategically managing a book of business, 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 how Customer Success is key to this
Demonstrable concise communication in all mediums, verbal/video and written
The ability to manage stakeholder expectations
Disciplined with a systems mindset and focus on never-ending improvement
A lifetime learner with a sense of humour and a lust for life
Hands-on experience implementing software is highly advantageous
What we offer
100% remote working: live and work wherever you like - no more commutes
Generous vacation package
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 organisations in your local community
Gatekeeper retreats
We live by our company vision and values. If these ring true to you, then we’d like to talk to you.
Gatekeeper offers a diverse and multicultural working environment, currently spanning 18 countries. We respect each other’s differences and welcome candidates from all backgrounds.
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.
