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Customer Success Leader

2 weeks ago

Toronto, Canada Gatekeeper Ltd Full time

**Description**:
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 outstanding Customer Success Leader to head our talented Americas Customer Success team.

As Customer Success Leader you will be responsible for driving the success of our customers across the Americas region, through: Implementation, Adoption, Advocacy, Retention and Support, as well as driving outcomes such as world-class Net Revenue Retention and Net Promoter Scores.

You will work closely with the Customer Success & 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 hiring and training A players to set them up for success.

In this role you will:
Manage all Customer Success Activities for the Americas Region, including:

- Customer Health
- Implementation
- Training and enablement
- Feature adoption
- Advocacy Leads

Drive Customer Success Lifetime Value by:

- Delivering a World Class Net Revenue Retention (NRR) metric.
- Reducing churn & increasing renewals.
- Increasing expansion by identifying up-sell and cross-sell opportunities.

Achieve a World Class Net Promoter Score (NPS) by:

- Building product adoption, customer health and satisfaction.
- Driving the team to achieve customer outcomes & values.
- Representing the Americas region internally within the business and champion their needs to drive valuable outcomes.

Deliver a Valuable Customer Experience by:

- Developing Americas specific playbooks and workflows, customising the processes to meet the needs of the market.
- Ensuring smooth handovers between local teams and a seamless experience for the customer.
- Inputting into the overall Customer Success vision and strategy to drive the best outcome for Americas region.

**Requirements**:

- Demonstrable experience of successfully leading a Customer Success team in a technology-driven environment (2 years minimum).
- Strong understanding of Customer Success value drivers in a SaaS, recurring revenue business model.
- Enthusiastic, creative with the ability to inspire and motivate high performers.
- Data driven decision making and process-oriented mindset.
- Disciplined with a systems mindset and focus on never-ending improvement.
- Strong empathy for customers, with a passion for revenue and growth.
- Excellent communication skills, verbal and written.
- Be a lifetime learner with a sense of humour and a lust for life.
- 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.

**What we offer**:

- 100% remote working: live and work wherever you like - no more commutes
- 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 organisations in your local community
- Gatekeeper retreats

We live by our company vision and values. If these ring true to you, then we’d like to talk to you.

**About us**:
A market-leading product, a skilled and supportive team and distinctive values make Gatekeeper a uniquely rewarding place to work.

We’re proud of the company we’re building and we’d love for you to be part of it.