Join a high-impact team managing key enterprise accounts and drive revenue through strategic account planning and strong executive engagement.
About Gladly
For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.
At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 300M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT scores, this is a team where your work has real impact at scale. Learn more at www.gladly.ai.
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.
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.
Gladly is redefining customer experience AI — designed for devotion, not deflection. We put people at the center of everything we build, from our platform to our culture. When you join us, you'll enjoy:
We're a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don't meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.
Gladly builds a customer experience AI that focuses on delivering both cost savings and enhanced customer loyalty, making it a trusted partner for brands that prioritize exceptional service. By fostering long-term relationships between businesses and their customers, Gladly stands out in the market, offering a distinct blend of efficiency and engagement.
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Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Strategic Account Manager Q&A's