Customer Success Manager

Customer Success Manager

At Gatekeeper

Date Posted: 15 April, 2021

Location: Canada Only, TELECOMMUTE


Gatekeeper is a SaaS-based, next-generation Contract Management Solution. We help our customers to reduce risk, improve compliance and maximise value.

Due to our strong global growth, we are looking for an experienced and empathetic 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 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, serving customers in North America time zones.

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


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

  • Experience managing and supporting customers in a technology driven environment
  • Demonstrable concise communication in all mediums, such as verbal/video and written
  • Familiarity with the software as a service (SaaS), recurring revenue business model and how Customer Success is key to this
  • The ability to manage stakeholder expectations
  • Be a lifetime learner with a sense of humour and a lust for life

Do not apply for this job if:

  • You are not fanatically focused on supporting customers to consistently exceed expectations
  • You ever consider mediocrity acceptable
  • You need to be told what to do
  • You want to be the smartest person in the (virtual) room
  • Don’t like working with the best and learning something new
  • You have an ego bigger than your sense of humour

 

Benefits

What we offer:

  • Generous remuneration
  • Flexible working hours: design your work schedule to match your lifestyle
  • 100% remote working: live and work wherever you like - no more commutes
  • Learning & Development opportunities for lifelong learners
  • Technology: we provide everything you need to do your best work
  • Generous holiday policy
  • Monthly stay fit and healthy budget
  • 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 14 countries. We respect each other’s differences and welcome candidates from all backgrounds.

Apply for the job