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 Team Lead to join our talented and growing Customer Success team.

As Customer Success Team Lead, you will be responsible for driving the success of our customers across the North American and Asia-Pacific region, through Adoption, Success, Advocacy, Retention and Expansion, as well as driving outcomes such as world-class Net Revenue Retention and Net Promoter Scores.

You will own a small Book of Business (5 - 10 accounts), and work closely with the Global Customer Success Leader and wider Leadership Team to define OKRs and implement impactful customer strategy, using a data-driven approach to provide insightful metrics reporting. You will collaborate with teams such as Product and Marketing, to promote new product features, ensuring that our customers receive maximum value from our solution.

As a natural leader, you will use your excellent coaching and mentoring skills to enable the continued professional growth of the team, providing regular feedback and team updates. You will also play an active role in expanding the team, by partnering with the Global Customer Success Leader in hiring and training A players to set them up for success.

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 in EST or PST timezones.

In this role, you will:

Own and Manage a small group of Customer Accounts (5-10 customers):

• Develop and maintain strong relationships with key customers

• Create and maintain Success Plans for your customers, using your in-depth knowledge of our product to identify the best features/functionality for each customer’s required outcomes

• Maximise customer usage and adoption, utilizing change management strategies

• Be the 'voice of the customer' to provide internal feedback on how we can better serve them 

Provide coaching and mentorship to a team of Customer Success Managers across North America and APAC

• Develop and implement comprehensive training programs for new Customer Success Managers, covering product knowledge, customer engagement strategies, and best practices while facilitating onboarding sessions and providing ongoing guidance to ensure new hires are equipped to succeed in their roles

• Partner with the Global Customer Success Leader in the recruitment process and make hiring recommendations of new Customer Success Managers, including conducting interviews and evaluating candidates based on their skills, experience and cultural fit

• Serve as a mentor and coach to Customer Success Managers, providing regular feedback, guidance, and support to help them achieve their goals and develop their skills

• Establish clear performance expectations and goals for Customer Success Managers, aligned with departmental objectives and company priorities.

• Conduct one-on-one coaching sessions to discuss performance, address challenges, and provide personalized development plans for each team member

• Establish clear performance expectations and goals for Customer Success Managers, aligned with departmental objectives and company priorities

• Foster a culture of collaboration and knowledge sharing among Customer Success Managers, encouraging teamwork and cross-functional cooperation.

Deliver an Exceptional Customer Experience that drives expansion and renewals:

• Continuously assess and optimize the end-to-end customer experience, from adoption and beyond

• Identify opportunities to streamline processes, reduce friction points, and enhance overall customer satisfaction

• Develop and implement strategies to mitigate churn, minimize customer dissatisfaction, and resolve issues in a timely manner

• Develop and execute strategies to expand product adoption and increase customer lifetime value through additional purchases or upgrades

• Collaborate with sales and leadership teams to identify upsell and cross-sell opportunities within existing customer accounts in the APAC and North American regions