Description

You will own a portfolio of 7–10 high-touch Upper Enterprise accounts, driving renewals, expansion, and net dollar retention. You'll act as the CEO of your book, building trusted relationships with C-suite stakeholders and translating Gladly's Customer AI capabilities into revenue-generating outcomes.

Requirements

• 8+ years in quota-carrying, client-facing role (Strategic Account Management, Install Base Sales, or Expansion Sales) in SaaS
• Demonstrated success exceeding net retention plus expansion targets, including six-to-seven figure renewals
• Ability to lead and manage through higher-volume Book of Business periods
• Proactive mindset with ownership initiative
• Executive presence with ability to engage C-suite stakeholders

Responsibilities

• Carry net dollar retention target across portfolio, own full renewal cycle, drive cross-sell and upsell revenue
• Build and execute comprehensive account plans mapping white space and aligning platform with customer priorities
• Own executive-level relationships, lead QBRs and EBRs independently
• Lead complex multi-stakeholder renewal and expansion negotiations
• Partner cross-functionally with Sales, Product, and CX teams to shape roadmap