Account Director, SaaS Solution

Role Overview

• Expansion & Growth: Identify opportunities for upselling and cross-selling additional Gatekeeper solutions by understanding customer needs and aligning our products to their business goals to help drive net revenue retention (NRR).
• Account Retention: Build strong, long-lasting relationships with key stakeholders within your accounts, ensuring high customer satisfaction and loyalty to drive renewals to reduce logo churn.
• Customer Success & Professional Services Collaboration: Partner with the Customer Success & Professional Services team to ensure smooth onboarding, product adoption, and continued engagement, maximising customer value and product utilisation.
• Strategic Account Planning: Develop, collaborate on and execute customised account plans that align with customer goals and Gatekeeper’s growth objectives.
• Problem Solving: Act as a trusted advisor to customers, proactively identifying and addressing potential issues, providing solutions, and ensuring positive outcomes.
• Domain & Product Expertise: Become a subject matter expert in Gatekeeper’s product offerings and the broader domain of Vendor & Contract Lifecycle Management (VCLM). Leverage this expertise to guide customers in maximising the value of our solutions and to position yourself as a trusted consultant.
• Data-Driven Insights: Use data and analytics to monitor account health, and customer usage to help identify growth opportunities. Regularly report on account performance and forecast renewal and expansion revenue.
• Customer Advocacy: Serve as a voice of the customer within Gatekeeper, relaying product feedback to the product and development teams to help drive improvements that align with customer needs.

Requirements

• 8+ years of experience in a customer-facing, account management, sales or customer success role within mid-market or enterprise SaaS, with a focus on retention, expansion, and account growth.
• Customer-Centric Mindset: A deep understanding of customer needs and the ability to develop strategies that drive customer satisfaction, retention, and growth.
• Relationship Management: Proven ability to build strong, trusted relationships with senior stakeholders in enterprise organisations.
• Commercial Acumen: Strong ability to identify revenue growth opportunities within existing accounts and achieve upsell and cross-sell targets.
• Analytical Skills: Comfortable using data and insights to make informed decisions and develop strategies for account growth and retention.
• Strategic Thinking: Ability to create and execute account plans that align customer goals with Gatekeeper’s offerings.
• Adaptability: Thrives in a fast-paced, ever-evolving environment, with a high degree of ownership and autonomy.

Benefits

• 100% remote working: no offices and no commute
• Generous paid vacation allowance
• Comprehensive benefits package including:
• Private Medical & Dental cover
• GRSP Matching
• Employee Assistance Program
• 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**