Account Director for SaaS Solution | REMOTE (Vancouver Area)

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 our customer base including Ford, The Telegraph, Autotrader, SumUp, Crocs and Funding Circle.

Following private equity investment from Vista Equity Partners we are scaling rapidly.

Note: This is a fully remote position, open to applicants based in British Columbia.

Role Overview

As an Account Director at Gatekeeper, you will be the primary contact and owner of a portfolio of high-value existing accounts, responsible for retaining, growing, and expanding these relationships. This strategic role requires a customer-centric approach to strengthen relationships, drive renewals, identify upsell and cross-sell opportunities, and ensure our customers achieve maximum value from our solutions.

Key Responsibilities

• 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

• Experience: 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.

What we offer

• 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

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

Gatekeeper offers a diverse and multicultural working environment, currently spanning 15 countries. We respect each other’s differences and welcome candidates from all backgrounds.