Senior Account Manager

Overview:

The garden centre industry is at a digital tipping point — and GSI sits at the centre of it. We are the primary digital growth partner for hundreds of garden centres and horticultural businesses across Europe and Canada. We are now rebuilding and scaling our commercial team, and we need a Senior Account Manager who can operate as a trusted advisor to our most important clients: someone who combines strategic insight, commercial sharpness and genuine sector curiosity.

You are responsible for managing, developing and growing strategic client relationships within garden retail and the broader horticultural supply chain — including garden centres, growers and retail groups. The primary focus is long-term customer success, retention, strategic account growth and upselling. You act as the main bridge between clients and GSI's commercial, product and technical teams.

Responsibilities: Strategic Account Management & Customer Success

• Manage and develop a portfolio of key clients — garden centres, growers, retail chains and strategic accounts
• Act as the primary point of contact and trusted advisor at both operational and board level
• Build and execute account plans focused on retention, growth and upsell across GSI's full service range
• Proactively monitor client satisfaction, churn risks and expansion opportunities
• Identify opportunities to increase client value through additional services, modules, integrations or strategic partnerships

Advisory & Digital Strategy

• Advise clients on digital strategy covering websites, e-commerce, loyalty platforms, content, SEO and data-driven marketing
• Translate client goals and operational challenges into actionable solutions — challenging constructively where needed
• Share market insights, competitive intelligence and best practices from within the horticultural sector
• Support clients in making informed decisions about digital investment and platform evolution

Technical Advisory & Integrations

• Advise clients at a strategic and conceptual level on technical integrations with POS and ERP systems
• Act as the bridge between client requirements and GSI's internal product and development teams
• Help define integration priorities, business cases and expected value — keeping technical discussions commercially grounded

Project Coordination & Internal Collaboration

• Coordinate implementation, optimisation and growth projects for existing clients across internal teams
• Monitor timelines, scope and client expectations — escalating risks early and resolving bottlenecks practically
• Contribute to improving account management processes and internal workflows as the team scales

Market, Networking & Business Development

• Build and maintain a strong professional network within the horticultural and garden retail sector
• Attend trade shows, industry events and client meetings across NL, BE and internationally
• Identify emerging market trends and opportunities for new or improved services
• Represent GSI credibly and confidently in a specialist, relationship-driven market

Skills / Experience / Knowledge / Minimum Criteria: Must-Haves

• Fluent Dutch and English — both essential for client and internal communication
• Several years of experience (5+) in account management, customer success, digital services, SaaS or e-commerce
• Proven track record of managing and growing existing client relationships at senior stakeholder level
• Strong communication, advisory and stakeholder management skills across commercial and technical audiences
• Commercial mindset focused on customer success, retention and account growth — not transactional sales
• Ability to translate complex client needs into practical, deliverable solutions

Nice to Have

• Affinity with or experience in the garden, horticulture or green industry
• Familiarity with SaaS, e-commerce, digital platforms, loyalty solutions or content marketing
• Understanding of