Gatekeeper is hiring an Account Director to act as the primary owner of a portfolio of high-value existing accounts for our SaaS solution. In this strategic role, you will be responsible for retaining and expanding these customer relationships by ensuring they achieve maximum value from our Vendor & Contract Lifecycle Management (VCLM) platform. This is a fully remote position for candidates located in Ontario.
What You'll Do
- Identify opportunities for upselling and cross-selling additional Gatekeeper solutions to drive net revenue retention (NRR) by aligning our products to customer business goals.
- Build strong, long-lasting relationships with key stakeholders within your accounts to ensure high customer satisfaction, loyalty, and renewed contracts.
- Partner with the Customer Success & Professional Services team to ensure smooth onboarding, product adoption, and continued engagement for maximum customer value.
- Develop, collaborate on, and execute customised account plans that align customer goals with Gatekeeper’s growth objectives.
- Act as a trusted advisor to customers, proactively identifying and addressing potential issues to ensure positive outcomes.
- Become a subject matter expert in Gatekeeper’s product offerings and the VCLM domain to guide customers and position yourself as a trusted consultant.
- Use data and analytics to monitor account health and customer usage, identify growth opportunities, and report on performance while forecasting renewal and expansion revenue.
- Serve as the voice of the customer within Gatekeeper, relaying product feedback to internal teams to drive improvements aligned with customer needs.
What We're Looking For
- 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 and account growth.
- A deep understanding of customer needs and the ability to develop strategies that drive satisfaction, retention, and growth.
- Proven ability to build strong, trusted relationships with senior stakeholders in enterprise organisations.
- Strong ability to identify revenue growth opportunities within existing accounts and achieve upsell and cross-sell targets.
- Comfortable using data and insights to make informed decisions and develop strategies for account growth and retention.
- Ability to create and execute account plans that align customer goals with Gatekeeper’s offerings.
- Thrives in a fast-paced, ever-evolving environment, with a high degree of ownership and autonomy.
Team & Environment
You will be part of the Account Director team, collaborating closely with the Customer Success & Professional Services team to deliver value to our customers.
Benefits & Compensation
- 100% remote working with no offices and no commute
- Generous paid vacation allowance
- Comprehensive benefits package including: Private Medical & Dental cover, GRSP Matching, and an 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
Work Mode
This role is 100% remote and open to candidates based in Ontario, Canada.
Gatekeeper offers a diverse and multicultural working environment, currently spanning 15 countries. We respect each other’s differences and welcome candidates from all backgrounds.
