Senior Strategic Account Manager, Upper Enterprise

The Team

You will join a high-impact team of strategic account managers who own revenue outcomes across our most valuable Enterprise accounts. We don’t just manage accounts; we operate as the CEO of our book of business—driving net dollar retention, identifying expansion opportunities, and delivering measurable ROI for B2C leaders.

The Opportunity

We are looking for a Senior Strategic Account Manager to own a portfolio of 7–10 high-touch Upper Enterprise accounts. This is a revenue-accountable role where you will be the single owner of your book; responsible for renewals, expansion, and net dollar retention.

The ideal candidate has a track record of growing strategic customer accounts. You are someone who can command a room with C-suite stakeholders, relentlessly identify white space business opportunities, and translate Gladly’s Customer AI capabilities into revenue-generating outcomes for both the customer and Gladly. You are an expert at building trusted relationships, internally as a cross-functional leader and externally across various levels of an organization, that enable you to drive performance and great win-win outcomes.

What You’ll Do

• Revenue Ownership: 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.
• Strategic Account Planning: 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.
• Executive Engagement: 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.
• Commercial Negotiation: Lead complex, multi-stakeholder renewal and expansion negotiations. Navigate procurement, legal, and executive approval processes with confidence and urgency.
• Product & Solutions Expertise: 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.
• Cross-functional Leadership: 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.

What We’re Looking For

• Experience: 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.
• Revenue Track Record: Demonstrated success exceeding net retention plus expansion targets, including six-to-seven figure renewals and commercial negotiations.
• Portfolio Management: Strong ability to lead and manage through higher-volume Book of Business periods without sacrificing quality of engagement or commercial rigor.
• Ownership & Initiative: A proactive, “CEO of your book” mindset. You don’t wait for direction. You anticipate customer needs, identify risk, and drive action independently.
• Executive Presence: 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.
• Commercial Mindset: A relentless focus on growing revenue. You see every customer interaction as an opportunity to identify white space and drive commercial outcomes.
• Customer Obsession: 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.
• Strategic Thinking: Proven ability to build multi-threaded account strategies, navigate complex organizational hierarchies, and create actionable roadmaps tied to impact.
• Underdog Grit: A willingness to learn, adapt, and strive for excellence in an environment that values transparency and winning as one team.