Director of Account Management

Overview Join to apply for the Director of Account Management role at Gladly . The Team 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. The Opportunity 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. What You’ll Do Lead and Motivate a Top-Performing Team: Guide and direct a sales team to exceed 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 the company pipeline and revenue. Develop and implement go-to-market strategies tailored to target verticals and/or companies, partnering 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. Expertise in sales methodology frameworks like MEDDPICC will be crucial. What We’re Looking For Experience: 5–7 years of experience managing an Enterprise sales team with 4–7 Account Executives. Proven track record selling sophisticated solutions to C-level and other key decision-makers. Strong Domain Knowledge: Deep domain experience in the customer service and support market, with the ability to provide authentic insights into evolving industry trends. Consultative and Collaborative Mindset: Applies a consultative approach and excels at meeting customer expectations. A team player with a collaborative style. Attitude & Agility: Self-directed, resilient, thrives in a fast-paced environment, and adaptable to changing market conditions and customer requirements. A passion for leading teams and driving targets. Exceptional problem-solving and communication skills with a collaborative mindset. Ability to navigate ambiguity and manage multiple priorities. Willingness to learn and contribute to a fast-paced team fueled by grit and excellence. Why Join Gladly? 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. 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 Salary information: $255,000-$320,000 OTE (base + variable); equity, and benefits Salary and Compensation Details Base pay range announced: $255,000.00/yr - $320,000.00/yr . The actual pay will be based on skills and experience; discuss with your recruiter. For cash compensation, we share salary ranges on all job postings to provide transparency. Final offer amounts are determined by geographic location and candidate experience. All employees are eligible to participate in Gladly\'s equity incentive plan and stock options per the terms of the agreement. #J-18808-Ljbffr