Strategic Account Manager, Lower Enterprise

🕒 April 3

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Gladly

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

📋 Description

• 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.

🎯 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