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Customer Service
Customer Success Manager
@Gkhq
[Hiring] Customer Success Manager @Gkhq
Mar 10, 2025 - Gkhq is hiring a remote Customer Success Manager. đź’¸ Salary: unspecified. đź“ŤLocation: Canada.
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Role Description
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.
- 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.
- Focus on driving adoption, customer advocacy, process optimization, and cross-functional collaboration.
- 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.
Key Responsibilities
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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 them 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.
Qualifications
- 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 initiatives OR experience 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.
Benefits
- 100% remote working: no offices and no commute.
- Generous vacation package.
- Monthly Health & Wellbeing Perk.
- 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.
- Gatekeeper retreats.
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| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 10, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
