Gladly

Strategic Account Manager, Lower Enterprise

Gladly

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
quota managementrenewal cycle managementexpansion negotiationcross-sell strategiesaccount planningcustomer AI solutionsSaaS salescommercial cycle managementstrategic engagementQBR facilitation
Soft Skills
organizational skillsprioritizationproactive mindsetrisk identificationrelationship buildingadaptabilitytransparencyteam collaborationcustomer success focuscommunication