Senior Product Marketing Manager, Gladly
$134-165k
Eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement
Customer service platform
Be an early applicant
Customer service platform
201-500 employees
Be an early applicant
$134-165k
Eligible to participate in Gladly's equity incentive plan to receive stock options per the terms of the agreement
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- This role is ideal for someone who thrives in a fast-paced environment, loves shaping product narratives, and is eager to collaborate cross-functionally to drive go-to-market success
- This is a builder role, ideal for someone who sees ambiguity as opportunity, thrives on setting new benchmarks, and wants a seat at the table shaping GTM strategy
- Minimum 5 years in B2B SaaS product marketing with a proven track record of leading cross-functional product launches that moved the needle on revenue and adoption
- Experience in customer service, contact center, or AI-powered platforms is a strong plus
- Strong communicator, with the ability to distill complex concepts into simple, strategic messaging especially when partnering with GTM teams and Product to align messaging to customer pain and market opportunity
- Organized, collaborative, and excited by the opportunity to build and scale
- Ability to pivot quickly and operate effectively in a fast-paced, dynamic environment
- Bias for action, high personal accountability, and a drive to raise the bar on GTM execution
What the job involves
- Gladly is the customer experience platform powered by Customer AI, that’s redefining how brands serve their customers by putting people, not tickets, at the center. As a recognized leader in the CX space, we’re building the future of service
- We’re looking for a high-impact product marketer ready to own outcomes and lead GTM strategy for some of the most important launches in our roadmap. This is an opportunity to be part of something big and help transform how leading consumer brands engage with their customers in a fast-evolving space
- Lead high-impact product launches
- Drive market research and competitive intelligence
- Serve as a key partner to Product, Sales, Customer Success, and Marketing
- Drive launches that directly impact pipeline creation, win rates, product adoption, and revenue growth
- Own the launch KPIs and hold stakeholders accountable for performance
- Develop messaging briefs, enablement toolkits, and campaign strategies
- Work with Revenue Enablement to create scalable tools and training that drive readiness across Sales and Success teams
- Collaborate with Demand Gen, Product, Sales, and Customer Success to drive adoption
- Conduct post-launch analysis and optimization to maximize product adoption and market impact
- Translate product capabilities into compelling, customer-centric narratives
- Drive vertical, persona, and use case positioning strategies
- Partner with cross-functional teams to bring messaging to market across channels
- Serve as point of contact for creating and maintaining internal CI documentation
- Identify and track market trends and competitor movements to inform GTM
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
- Wellness and home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Dirk Kessler
(Co-Founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-Founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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