Director of Account Management

The Sales team is at the forefront of Gladly's growth, responsible for expanding our presence across the globe. Reporting to the CRO, you will lead a high-performance team that serves some of the world's leading retail brands who are innovating how they deliver personalized service and support at scale. The team thrives on collaboration and a commitment to continuous growth, operating within a culture that values diversity, equity, and inclusion.

We are seeking a strategic and passionate Director of Account Management to lead, grow, and motivate our top-performing Account Management sales team. This is a central role in driving the company's pipeline and revenue, where you will use your deep industry knowledge of customer service and contact center needs to close complex deals, cross-sell and expand in our largest customers. We’re looking for someone with a passion for leading teams, a proven track record in selling innovative solutions to C-level decision-makers, and the curiosity to solve complex problems within a fast-paced SaaS environment. The ideal candidate is self-directed and adaptable to changing market conditions, with the grit and determination to push forward even when it's hard.

• Lead and Motivate a Top-Performing Team: Guide and direct a sales team to exceed individual and collective revenue targets, setting team and individual KPIs and holding members accountable while creating an environment that brings out the best in everyone.
• Drive Strategic Growth: Directly contribute to building and growing our company pipeline and revenue. You will develop and implement go-to-market strategies tailored to specific target verticals and/or companies, partnering closely with Marketing and other functions to drive pipeline conversion.
• Champion Best Practices: Implement scalable processes and tools to nurture the pipeline, track and report progress, and accurately forecast revenue. Your expertise in sales methodology frameworks like MEDDPICC will be crucial.

• Experience: 5-7 years of experience managing an Enterprise sales team with 4-7 Account Executives. Proven track record selling sophisticated and innovative solutions to C-level and other key decision-makers.
• Strong Domain Knowledge: Deep domain experience and understanding of the customer service and support market, with the ability to provide authentic and credible insights into evolving industry trends.
• A Consultative and Collaborative Mindset: Applies a consultative approach and excels at setting and surpassing customer expectations. A team player with a collaborative personal style.
• Attitude & Agility: A self-directed, resilient individual who thrives in an early-stage, fast-paced sales environment and is adaptable to changing market conditions and customer requirements. Possesses a passion for leading teams and inspiring them to hit and exceed sales targets.
• Exceptional problem-solving and communication skills, with a collaborative mindset.
• The ability to navigate ambiguity and manage multiple priorities effectively.
• A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence.

At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:

• 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

At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.

$260,000-$320,000 OTE (base + variable); equity, and benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above. In addition to cash compensation, all Gladly's employees are eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.