Customer Success Manager | REMOTE (Ontario)

Gatekeeper | part of Cinergy Group; Ontario; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading company in Vendor & Contract Lifecycle Management is seeking a Customer Success Manager to ensure customer satisfaction and value delivery. This remote role involves managing multiple accounts, driving adoption, and fostering strong relationships with clients across various industries. The ideal candidate will have a customer-focused mentality and proven experience in customer success, particularly in SaaS environments.

Benefits

Generous vacation package

Learning & Development opportunities

100% remote working

Technology provided for best work

Match funding for non-profit support

Qualifications

• 3+ years of customer success experience in mid-market software.
• Experience managing 30-75 accounts strategically.

Responsibilities

• Nurture strong customer relationships and ensure value delivery.
• Collaborate with Account Directors for account strategies.

Skills

Customer Success

Communication

Technical Expertise

Data Analysis

Education

Bachelor's Degree

Job 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.

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.

KEY RESPONSIBILITIES

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.

ABOUT YOU

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 initiativeORexperience 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.

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.

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.