Gladly

Account Manager

• 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.

Strategic Account Manager, Lower Enterprise

• Carry a net dollar retention target across your portfolio. Own the full renewal cycle, drive cross-sell revenue through increasing AI product adoption, and proactively identify and close upsell revenue.
• Build and execute comprehensive account plans that map white space, identify key stakeholders, and align Gladly’s platform with each customer’s strategic priorities and business outcomes.
• Own all executive-level relationships and engagement. Lead Customer QBRs and EBRs independently, translating platform data into business outcomes that resonate with executive stakeholders ranging from CIOs, CTOs, CDOs, and COOs to VPs of CX (Support, Service, etc.), VPs of IT, and beyond.
• Lead complex, multi-stakeholder renewal and expansion negotiations. Navigate procurement, legal, and executive approval processes with confidence and urgency.
• Leverage deep knowledge of Gladly’s platform and Customer AI capabilities to recommend solutions that drive radical efficiency and customer devotion. Position Gladly’s AI products as strategic investments, not line items.
• Partner closely with Sales, Product, and CX teams to ensure the Voice of the Customer shapes our roadmap. Hold internal and external stakeholders accountable to timelines and commitments.

Senior Strategic Account Manager – Upper Enterprise

Solutions Engineer

• Partner with Account Executives as the technical lead across enterprise sales cycles, owning the solution strategy from discovery through close
• Design and deliver custom demos, live product presentations, and business value analyses tailored to each prospect’s architecture and stakeholder priorities
• Build proof-of-concept environments that integrate with customers’ existing tech stacks — registering APIs on the Gladly app platform, writing lightweight integrations in JavaScript and Node.js, and using Postman to troubleshoot API calls
• Translate customer business requirements into AI-driven workflows, scoping integrations and articulating how the Gladly platform creates value beyond cost reduction
• Serve as the competitive expert in head-to-head evaluations, clearly differentiating the Gladly approach to customer experience AI against incumbent and emerging platforms
• Support expansion and AI upsell opportunities within the existing customer base, and rotate on select mid-market deals to broaden team coverage
• Collaborate cross-functionally with Product, Engineering, and Implementation to relay customer feedback and ensure smooth post-sale handoffs