Staff Analytics Engineer, Gladly
+ Stock options
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
+ Stock options
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- We’re looking for someone with a passion for data-driven decision-making, that gets thrills from cross-functional collaboration (note: you’ll be partnering with everybody), the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment
- The ideal candidate knows that:
- Data is meaningless unless it’s delivered as actionable insight
- Data is best understood when visualized
- Partnering with functional operations teams is key to both collecting and improving the collection of data
- Growth stage companies are full of opportunities and challenges. Being able to identify which is which is critical
- Perfect can be the enemy of good
- Extensive experience in revenue operations, marketing/sales/cs operations, or a related role, with at least 8+ years of experience (3+ a senior analytical position)
- Proficiency in data analysis tools and data visualization software
- Strong knowledge of CRM and sales/marketing/cs automation platforms (e.g., Salesforce, Marketo)
- Familiarity with sales/marketing/cs tools (e.g. 6sense, Outreach, Gong, etc.)
- Exceptional project management and leadership skills
- Proven ability to adapt and excel in a fast-paced, dynamic environment
- 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
What the job involves
- This individual will sit within the Revenue Operations team and report into the Director of RevOps
- Gladly has tremendous growth goals over the next five years and the RevOps team is the brains and muscle responsible for enabling that scale
- We’re talking about designing integrative systems and processes, creating a cost-effective and results-optimized tech stack, and ensuring we’re measuring, interpreting, and reviewing performance signals across the business
- RevOps is lean, mean, and a key-strategic partner for every department across Gladly
- We pride ourselves on being incisive, effective, and driving big wins for our partners and for Gladly
- We are looking to expand our Revenue Operations team by hiring a Staff Analytics Engineer for Go-To-Market
- Your role is to accelerate the business by delivering data-driven insights, architecting our data-collection methodologies and systems, and advising functional teams to ensure the success of our revenue generation initiatives
- This individual will build a data foundation upon which Gladly will scale. Key activities include revenue forecasting & modeling, identifying top ROI initiatives, and developing & tracking top-level KPIs for the business
- Success in this role means that you will accelerate revenue-growth and retention, increase predictability on our key business metrics, and our ability to identify strategic objectives
- Assume ownership over our revenue forecasting and modeling. This includes working with finance and executive leadership to perform pipeline & opportunity forecasting, sales velocity calculations, and fiscal quarter/year goal setting to ensure alignment with company financial goals
- Identify the key motions (channels, programs, campaigns, etc.) that generate the most ROI. Work with RevOps and functional teams to scale these motions
- Plan for and build towards the future state of Gladly’s data
- Know what scaled data architecture looks like and create a roadmap towards that
- Leverage advanced data analysis tools and techniques to provide actionable insights to support strategic decision-making
- Create and maintain advanced dashboards and reports to monitor critical revenue metrics and KPIs
- Collaborate closely with marketing, sales, customer success, and finance teams to uncover key business questions and drive to deliver data-backed and actionable insights as answers
- Configure or implement best-in-class data capture practices through automation or process improvements that leads to accurate and hygienic data collection
- Utilize and/or recommend data capture, manipulation, analysis, and visualization software
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Charlie Besecker
(CEO)Charlie joined Gladly in 2024 as a President, moving into the role of CEO in 2025. Prior to this, he was a CRO at GRIN and Route.
Joseph Ansanelli
(Co-Founder & Executive Chairman)After co-founding Gladly in 2015, Joseph served as the CEO until 2025. He has also been at Greylock since 2012, spending 5 years as a General Partner before becoming a Venture Partner.
Andy D'Amato
(CRO)Prior to joining Gladly in 2022, Andy spent nearly 9 years at PTC. While there he held a number of roles, including Senior VP of Sales, Americas IoT & Augmented Reality and Senior VP of Global IoT Sales.
Todd Rakow
(CFO)Todd joined Gladly in 2019 as a VP of FInance & Operations before moving into the role of CFO in 2022. Previously, he co-founded Kanjoya and served as the CFO for nearly 6 years. He also spent some time at PayPal as a Senior Operations & Strategy Manager.
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