Location: Toronto or the surrounding area.
Travel: Occasional – to customer sites and industry events, along with approximately two visits per year to the UK office.
About the opportunity
Our client is an established international provider of enterprise software solutions serving the research and higher education sector. Their platforms are used by institutions globally to support complex research management and compliance needs.
They are seeking an Account Director to manage and grow a portfolio of existing customer accounts, primarily in Canada, with some responsibility for accounts in the United States and South Africa. This role focuses on long term relationship management, customer satisfaction, and sustainable account growth.
The role
Reporting to a senior commercial leader based in the UK, the Account Director will be responsible for maintaining strong customer relationships, supporting renewals, and identifying opportunities to expand the use of additional products and services within existing accounts.
The role works closely with Customer Success, Sales, and Marketing teams to ensure customers receive consistent, high-quality support throughout the lifecycle of their engagement.
Key Responsibilities
- Customer Relationship Management
Develop and maintain trusted relationships with key contacts across customer organisations, including senior stakeholders. - Account Development
Identify and progress cross-sell opportunities by understanding customer priorities and aligning solutions to their needs. - Customer Satisfaction & Retention
Act as a primary point of contact for assigned accounts, ensuring issues are addressed proactively and service levels remain high. - Renewals & Commercial Support
Support customer renewals and, where required, contribute to pricing discussions and tender responses. - Customer Engagement & Community
Participate in customer events, webinars, and user groups to encourage knowledge sharing and long-term engagement. - Reporting & CRM Management
Maintain accurate and up-to-date records of customer interactions, opportunities, and account activity using CRM systems. - Internal Collaboration
Work closely with Customer Success, Sales, and Marketing teams to ensure a coordinated and consistent customer experience.
experience & qualifications
- Bachelor’s degree in Business, Marketing, or a related field.
- Demonstrated experience in account management or customer-facing roles, ideally within SaaS, higher education, research, or enterprise technology environments.
- Strong communication skills, with the ability to build credibility and rapport with a range of stakeholders.
- Practical, solution-oriented approach to identifying and supporting account growth opportunities.
- Experience working with CRM platforms and managing structured account pipelines.
- Ability to work independently while contributing effectively within a collaborative team environment.
- Willingness to travel periodically for customer meetings and industry events.
- French language proficiency is considered an asset.
Values & working style
Our client values professionalism, collaboration, and accountability. They are looking for individuals who take a thoughtful, relationship-driven approach to their work, communicate clearly, and contribute positively to team culture. Respect, openness, and continuous improvement are central to how the organisation operates.
compensation & Benefits
- Base Salary: CAD $60,000 – $85,000
- Quarterly performance-based commission
- Pension plan
- Extended health benefits
- 16 days of annual paid vacation
If this sounds like the right opportunity for you, please submit your CV using the below link. We look forward to hearing from you!