Customer Success Manager

GATEKEEPER SYSTEMS • Lake Forest, CA

38d

About The Position

Gatekeeper Systems protects the world's leading retailers from theft and loss. Our integrated platform pairs SmartWheel® locking-wheel hardware — powering Purchek® pushout-theft prevention, CartControl® containment, and Cart Manager retrieval — with StoreIQ analytics and the FaceFirst identity partnership. We are building a new Customer Success organization to make that platform deliver measurable results for every customer, and to turn satisfied customers into growing ones.

The Customer Success Manager (CSM) is the commercial owner of the customer relationship after the sale. You are not support and not a service desk. You protect the recurring and re-occurring revenue in your portfolio, manage subscription renewals and service spend, and make sure every customer is onboarded so thoroughly that the platform becomes part of how their stores operate. When expansion opportunities arise — more stores, new system installs — you support and enable the Sales team by surfacing signals, building the data-backed business case, and ensuring the customer relationship is ready to grow.

The mission in one line
Protect the revenue. Support growth. Onboard every customer like the business depends on it — because it does.

Requirements

• 5+ years in Customer Success, Account Management, or retail operations, ideally serving enterprise or multi-location retail customers.
• A commercial mindset — comfortable owning a revenue number and leading value-based expansion conversations, not just servicing accounts.
• Strong executive communication; able to translate product capability and data into business outcomes for LP, Operations, IT, and Finance stakeholders.
• Operationally disciplined and highly cross-functional; organized enough to run a portfolio against a defined cadence.
• Comfortable with data and dashboards — you can read a health score, an alert stream, and a pushout trend and know what to do next.

Nice To Haves

• experience with loss prevention, retail security, SaaS/subscription renewals, or hardware-plus-software platforms.

Responsibilities

• Own the health of every account in your portfolio and keep Net Revenue Retention (NRR) at or above 100%.
• Know your accounts well enough to see problems before the customer calls — declining system usage, a lapsed subscription, a stalled rollout, or a changed sponsor.
• Drive renewals and reorders; lead save plans when an account trends toward risk.
• Surface expansion signals from your accounts — stores ready for more products, customers asking about CartControl®, Cart Manager, or FaceFirst, or analytics showing ROI that supports a growth conversation — and bring them to Sales with the data.
• Support Sales in moving accounts from basic service agreements toward enterprise subscriptions and multi-year commitments by demonstrating platform value.
• Partner with Sales on expansion pursuits — you make the case with data and relationship context; Sales owns the commercial close.
• Run every new customer and every expansion wave through the structured onboarding program to first value within 12 weeks.
• A customer is not 'onboarded' until hardware is live, the analytics/subscription is active, stakeholders are engaged, and first value has been delivered to the executive sponsor.
• Re-onboard whenever a customer adds locations or products, or when a key stakeholder changes.
• Own day-to-day and executive relationships across assigned accounts.
• Lead Quarterly Value Reviews (QVRs).
• Maintain account success plans tied to the customer's KPIs — shrink reduction, safety, labor efficiency.
• Drive full utilization of every deployed system.
• Monitor usage, alerts, and pushout trends to catch risk and surface opportunity.
• Prove value with data.
• Maintain a health score for every account.
• Identify at-risk accounts early and lead mitigation.
• Run the remediation plans that bring stores online.
• Coordinate across Service Delivery & Operations, the GCC monitoring team, RevOps, and Sales so the customer experiences one seamless Gatekeeper.
• Surface expansion signals from account data and relationships.
• Support Sales in building and closing the expansion pipeline.
• Own the renewal outcome for your book.

Benefits

• Compensation follows an 80/20 model. Your base salary is 80% of total target compensation; the remaining 20% is variable, paid on top of base and tied to the recurring and re-occurring revenue you protect and grow. Variable is weighted 75% to your own account performance and 25% to team achievement, with accelerators above target and NRR multipliers when your accounts expand. The better you do the job, the more you earn.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed