Customer Success Manager - Remote

October 19

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Description

• Gatekeeper is a SaaS-based Vendor & Contract Lifecycle Management & Third Party Risk Management Solution. • Help customers restore visibility of their vendor contracts, control processes and safeguard compliance. • Responsible for understanding customer needs and ensuring ongoing satisfaction. • Monitor customer relationships, predict challenges and offer solutions for retention. • Create & maintain Success Plans and optimize customers' ROI. • Highlight risks in customer accounts and document strategies for adoption and expansion. • Identify and work closely with Account Executives on growth opportunities. • Advocate for customers in internal forums and document customer friction and risks. • Encourage customers to participate in marketing advocacy events. • Contribute to the Growth & Scaling of the Customer Success function.

Requirements

• Proven customer success experience (2+ years) with a focus on supporting strategic customer initiatives, identifying expansion opportunities and, securing referrals that drive 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

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 organisations in your local community • Gatekeeper retreats