Account Director
Job Summary
Job Description
We are seeking an Account Director to manage and grow a portfolio of existing client accounts for Insider, a leading AI-native Customer Experience and Marketing platform. The role involves identifying upsell and cross-sell opportunities, proactively managing renewals in cooperation with the Customer Success team, and succeeding in a team selling environment. Responsibilities include forecasting performance, negotiating deals and contracts, participating in key stakeholder meetings, discovering strategic customer needs, analyzing stakeholder mapping, and driving business impact. The Account Director will ensure customer success realization, achieve customer advocacy goals through success stories and testimonials, and monitor market trends. A key aspect is nurturing stakeholder relationships aligned with the company's product and strategic roadmap.
Must have:
- 7+ years experience in Customer Success, Account Management, or Sales (SaaS/Martech preferred)
- Excellent oral and written communication skills in English and Thai
- Proven sales and persuasive skills
- Self-motivated and tech-savvy
- Strategic thinker with strong project/time management skills
- Experience negotiating contracts
- Ability to drive decisions collaboratively and resolve conflicts
- Strong presentation skills
- Experience building relationships with senior customer executives
- University degree in Business, Marketing, Engineering, or related fields
Good to have:
- Experience in a fast-paced, high-growth environment
- Passion for testing, measuring, and improving outreach effectiveness
9 skills required
Job Details
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
Job Description
Own a portfolio of existing accounts and take responsibility for their retention and growth.
Identify upsell and cross sell opportunities within existing accounts.
Proactively own renewals in accounts in cooperation with the Customer Success team.
Succeed in a team selling environment for maximum account penetration and coverage.
Consistently forecast monthly and quarterly performance.
Negotiate deals and contracts at various levels within the targeted account, with primary focus/importance on “C” and enterprise level negotiations.
Participating in meetings with key stakeholders starting from onboarding kick-off and Business Review meetings
Discovering strategic needs and direction of the customers, setting goals and objectives with a customer that will enable the teams to drive business impact
Analyzing stakeholder mapping and setting overall strategy to capture right frequency in touchpoints
Taking ownership of renewal success and strategy to achieve key commercial/contractual targets
Ensuring Customer Success realization achieved and recognized across key stakeholders and reaching NPS targets ensuring best customer experience and success recognition
Achieving customer advocacy goals with the marketing team with success stories, testimonials, and so on
Monitoring market trends and industry analysis to nurture key stakeholders aligned with Insider Product and Strategic Roadmap execution
Requirements:
7+ year experience in Customer Success Management, Account Management, or Sales, ideally in SaaS or Martech
Proven oral and written communication abilities, positive and energetic phone skills, and exquisite listening skills.
Alas, we’ve got clients all over the world!
Proven track record of using sales & persuasive skills
To be a self-motivated and savvy tech bug, always in search of savvy solutions and ideas to improve our relationship with our clients
To cherish one of our core ethos: care.
You’ll need to care for our clients and make sure they feel at home with our products and our around the clock support
Passion for testing, measuring, and improving outreach and follow up effectiveness
Strong communication skills in both writing and speaking (English)
High sense of responsibility and accountability
A strategic thinker with excellent project and time management skills
Experience negotiating and navigating contracts and legal discussions
Thrives in a fast-paced, high growth, rapidly changing environment
Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Marketing Executives, IT management, Database administrators, and Data Scientist).
Proven track record of building relationships and need discovery with senior customer executives in large or highly strategic accounts.
Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Excellent English and Thai language speakers
A university degree in Business, Marketing, Engineering, or related fields
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