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 POS, ERP, data flows or technical integrations at a conceptual level

Experience with strategic account planning and multi‑stakeholder relationship management

Background in an international B2B environment

Competencies

Strong relationship builder — comfortable at operational, commercial and board level

Strategic and commercially aware —…