[Hiring] Strategic Account Manager @Gladly

Role Description

We are looking for a Strategic Account Manager to own a portfolio of Enterprise accounts across the install base. This is a quota-carrying, revenue-accountable role where you will drive renewals, expansion, and net dollar retention across a higher-volume book of business.

The ideal candidate is a commercially-minded operator who thrives in a fast-paced environment, can manage multiple accounts simultaneously, and knows how to turn customer relationships into revenue growth. You are proactive, organized, and relentless in identifying opportunities to expand Gladly’s footprint within your accounts.

What You’ll Do

• Revenue Ownership:
  • Carry a net dollar retention quota.
  • Own the full renewal cycle, proactively identify and close expansion and cross-sell opportunities.
  • Drive adoption of Gladly’s AI products across your portfolio.
• Account Planning & Prioritization:
  • 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.
• Customer Engagement:
  • Lead QBRs, renewal discussions, and strategic conversations with VP and Director-level stakeholders.
  • Translate platform value into business outcomes that support retention and growth.
• Commercial Negotiation:
  • Manage renewal and expansion negotiations with confidence.
  • Navigate procurement and approval processes efficiently across a larger book of business.
• Product & Solutions Expertise:
  • 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.
• Cross-functional Collaboration:
  • Partner with Sales, Product, and CX teams to advocate for the Voice of the Customer and ensure alignment on account priorities and timelines.

Qualifications

• 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.
• Excellent organizational skills and the ability to prioritize effectively across competing demands in a fast-paced environment.
• A proactive, “CEO of your book” mindset.
• 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 expect our team to use AI tools daily.
• A team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together.
• Top talent, good vibes, no politics.