Gladly

Senior Strategic Account Manager – Upper Enterprise

Gladly

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 8+ years in a quota-carrying, client-facing role (Strategic Account Management, Install Base Sales, or Expansion Sales) within a SaaS environment. Enterprise high-touch experience is required.
  • Demonstrated success exceeding net retention plus expansion targets, including six-to-seven figure renewals and commercial negotiations.
  • Strong ability to lead and manage through higher-volume Book of Business periods without sacrificing quality of engagement or commercial rigor.
  • A proactive, “CEO of your book” mindset. You don’t wait for direction. You anticipate customer needs, identify risk, and drive action independently.
  • The ability to hold your own with C-suite stakeholders (think: VP of CX at a Fortune 500 retailer). You command a room, not just present in one.
  • A relentless focus on growing revenue. You see every customer interaction as an opportunity to identify white space and drive commercial outcomes.
  • You care deeply about your customers, helping them achieve their goals, and making them raving fans of Gladly in the process. Customer devotion and commercial performance aren’t at odds, they fuel each other.
  • Proven ability to build multi-threaded account strategies, navigate complex organizational hierarchies, and create actionable roadmaps tied to impact.
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quota-carryingclient-facingaccount managementcommercial negotiationsrenewal cycle managementcross-sell revenue generationupsell revenue generationSaaSAI product adoptioncustomer engagement
Soft Skills
proactive mindsetleadershiprelationship managementcommunicationstrategic thinkingcustomer devotionnegotiationadaptabilityaccountabilityteam collaboration