Strategic Accounts Manager – Project Nova

It's not WHAT we do, it's WHY we do it! At Gladstone we are all about progression and constantly challenging and developing ourselves as individuals, as a company and ultimately as an industry. Inspiring our industry to innovate and to maximise the part that technology can play in getting more people, more active, more often.

We are the Thought Leader for the market, challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs.

Our solutions and services focus on enabling our customers to achieve commercial success. By supporting our customers in growing revenues, reducing overheads and driving participation we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation.

This philosophy would not be possible without a team of great people. We champion Growth from Within, both for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible, whilst also investing in our awesome talent as the future leaders of our business and industry.

Role Purpose

The Manager is responsible for growing and driving the commercial and customer success of the Nova programme. This role focuses on long-term relationships rather than short-term sales, working closely with senior stakeholders to understand their goals, their challenges and identify where Nova can unlock new opportunities to support these. Ensuring Nova is built on Gladstone’s role as the long-term trusted partner.

You will act as the commercial lead for Nova building a portfolio of high-value accounts and prospects, driving growth in the UK, while collaborating internally to deliver real value back to Gladstone customers.

Key Responsibilities

• Strategic Account Management
  • Build and manage a portfolio of strategically important customers across the leisure, public sector, and enterprise markets.
  • Build strong, trusted relationships with senior decision-makers, including C-Suite, Heads of Service, Directors, and Commercial Leads.
  • Develop and maintain clear account plans that align customer objectives with Nova as a platform-level AI solution.
• Account Growth & Revenue Development
  • Build pipeline and market penetration in targeted strategic accounts, within the leisure industry base.
  • Identify and convert opportunities for upsell, cross-sell, and solution expansion across existing accounts.
  • Forecast account revenue accurately and contribute to overall business growth targets.
• Customer Value & Retention
  • Deeply understand each customer’s operational challenges and strategic priorities.
  • Position Gladstone as a solution partner that connects insight into action, translates complexity into clarity and supports operational efficiency and improved customer experiences.
  • Work closely with SLT to ensure customers achieve measurable value and benefit from the platform.
• Stakeholder & Internal Collaboration
  • Act as the voice of the customer internally, feeding insights into product development, service improvements, and roadmap planning for Nova.
  • Collaborate with the wider Gladstone Sales, Marketing and Implementation teams to ensure joined-up account management.
• Governance & Commercial Control
  • Manage contractual compliance, pricing discussions, and commercial risk within your account base.
  • Ensure CRM data, account notes, and forecasts are accurate and up to date.
  • Contribute to continuous improvement of account management processes and best practice.

Skills & Experience

Essential

• Proven experience growing and scaling AI platforms into sales with strategic accounts within the leisure and fitness industry.
• Strong commercial acumen with experience of contract negotiations, renewals, and long-term agreements.
• Ability to build credibility with senior stakeholders and influence at board or executive level.
• Experience working with complex organisations, ideally within public sector, leisure, health, or education.
• Excellent communication skills, with the ability to explain technical solutions in plain English.

Desirable

• Experience within leisure management, SaaS platforms, or regulated/public sector environments.
• Familiarity with framework agreements and public sector procurement processes.
• Understanding of digital transformation challenges within membership-based or customer-facing services.

Personal Attributes

• Strategic thinker who can balance long-term relationships with commercial outcomes.
• Confident, professional, and consultative in approach.
• Organised, proactive, and comfortable managing multiple high-value accounts.
• Collaborative team player who puts customer success at the centre of decision-making.

Why Join Gladstone

• Be part of a market-leading leisure management software provider with over 40 years of sector experience.
• Work with organisations that make a real difference to health, wellbeing, and communities across the UK.
• Backed by Jonas Software and Constellation Software, offering long-term stability, investment, and growth.
• A culture that values collaboration, innovation, and doing the right thing for customers.