Gladly logo
Gladly

Radically personal customer service software.

Strategic Account Manager, Lower Enterprise

Location

United States

Posted

56 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Strategic Account Manager, Lower Enterprise

Gladly

• Carry a net dollar retention quota. Own the full renewal cycle, proactively identify and close expansion and cross-sell opportunities, and drive adoption of Gladly’s AI products across your portfolio. • Build efficient account plans that balance high-impact strategic engagement with portfolio-wide coverage. Identify key accounts for deeper investment and develop playbooks for scalable growth. • Lead QBRs, renewal discussions, and strategic conversations with VP and Director-level stakeholders. Translate platform value into business outcomes that support retention and growth. • Manage renewal and expansion negotiations with confidence. Navigate procurement and approval processes efficiently across a larger book of business. • Leverage knowledge of Gladly’s platform and Customer AI capabilities to recommend solutions that drive efficiency and customer value. Position AI adoption as a strategic expansion lever. • Partner with Sales, Product, and CX teams to advocate for the Voice of the Customer and ensure alignment on account priorities and timelines.

Job Requirements

  • 5+ years in a quota-carrying, client-facing role (Account Management, Customer Success with commercial ownership, or Install Base Sales) within a SaaS environment.
  • Proven success owning renewal and expansion targets. Experience managing five-to-six figure commercial cycles.
  • Strong ability to manage a higher-volume book of business without sacrificing quality of engagement or commercial rigor.
  • You see customer success and revenue growth as inseparable. Every interaction is an opportunity to deepen value and expand the relationship.
  • Excellent organizational skills and the ability to prioritize effectively across competing demands in a fast-paced environment.
  • A proactive, “CEO of your book” mindset. You identify risk early, surface opportunities independently, and drive action without waiting for direction.
  • A willingness to learn, adapt, and strive for excellence in an environment that values transparency and winning as one team.

Benefits

  • Competitive salaries, stock options, and comprehensive benefits
  • Generous paid time off, parental leave, and home office stipends
  • A fully remote work environment with opportunities for in-person team gatherings
  • A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
  • A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily

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