Implementation Consultant | REMOTE; Ontario

Gatekeeper is the ONLY unified contract & third-party risk management platform that protects compliance‑centric organisations by delivering company‑wide control to reduce risk and cost. Powered by our AI engine, Lumin

IQ, we embed risk checks, accelerate contracting, and surface savings in one platform – helping lean teams stay compliant, efficient, and audit‑ready. Gatekeeper has achieved consistent, profitable growth year‑over‑year, serving customers such as Ford, The Telegraph, Autotrader, Sum Up, Crocs, and Funding Circle. Following investment from Vista Equity Partners, we’re expanding our global customer‑facing team and we’re looking for a Solutions Engineer to help shape the next generation of delivery excellence.

Note:

This is a fully remote position, open to applicants based in Ontario. There may be occasional travel required to support customer implementations, company events, and team meetups (expected travel less than 25%).

As an Implementation Consultant, you will own the phased implementation and ongoing adoption for a portfolio of customer accounts. You’ll consult on their business processes and translate them into efficient, best‑practice Gatekeeper workflows, configuring core features to drive immediate usage and key outcomes. As customers scale, you’ll proactively refine their workflows, embed new AI and automation capabilities, and identify growth opportunities, raising expansion leads to the Account Director.

Day to day, you will be your customers’ primary technical contact and trusted configuration expert – handling configuration tasks, managing technical actions, and unblocking issues quickly while building strong, long‑term relationships. In the process, you’ll develop deep product expertise and customer knowledge.

Your goal is to lead customers to and maximise value, deliver successful customers to the next renewals, and transform the way our customers manage compliance, risk, and supplier relationships, powered by Gatekeeper’s AI‑first platform.

• Take ownership of the full customer technical journey, guiding them from implementation to long‑term success and ensuring phased implementation metrics are met and adopted
• Manage day‑to‑day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates
• Help customers translate their business processes into efficient, best‑practice Gatekeeper workflows
• Partner with the Senior Implementation Consultants and Account Director to manage a portfolio of established customers, acting as their key technical point of contact
• Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions
• Build deep relationships with your customers to understand their business processes, strategic goals, and usage requirements
• Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements
• Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer
• Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach
• Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues
• Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director
• Support the renewal process by preparing data for strategic business reviews, demonstrating long‑term value, and highlighting key platform engagement
• Stay curious and up to date with new product releases, best practices and AI advancements

• 2+ years of experience in a customer‑facing SaaS implementation role
• You have a genuine passion for helping customers succeed and an interest in learning about SaaS customer success models
• Experience in achieving implementation milestones including driving Time to First Value and delivering success criterias
• Analytical minded, love learning new…