About Gladly

Gladly is the radically personal customer service platform that puts people at the center of a single, lifelong conversation. We enable brands to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media. Unlike legacy customer service software designed around tickets or cases, Gladly is centered around people and conversation history to build deeper relationships between brands and their consumers, grow loyalty and drive revenue. Some of the world’s most innovative consumer brands like Nordstrom, Crate & Barrel, REI, Warby Parker and Allbirds have called Gladly’s platform game-changing, transforming their customer service into world-class customer experience.

As Senior Lifecycle Marketing Manager, you will have the exciting opportunity to apply a variety of marketing disciplines toward achieving customer reciprocity. Unique to this position, you will collaborate with senior leaders to further the strategic narrative of the business while influencing the prioritization of customer programs. Through a combination of scrappiness, creativity, and data-driven decision making, your programs will be expected to accelerate the success of our rapidly growing population of Gladly users.

About the Role

As Gladly's Sr. Lifecycle — Customer Marketing Manager, you'll leverage a mixture of marketing strategies to deepen customer engagement and boost product adoption. Reporting to the Director of Lifecycle and Community, you'll partner with senior leadership to design the customer journey, aligning it with Gladly's strategic narrative and guiding the direction of customer marketing initiatives.

Your wide-ranging responsibilities include driving net dollar retention (NDR) through cross-marketing Gladly products within a diverse group of direct-to-consumer (D2C) businesses. Beyond driving product adoption, you'll engage with a network of customer-oriented brands to monitor emerging customer experience trends. With this knowledge you’ll be expected to assist with company-wide product adoption activities and the product development roadmap.

By infusing a customer-first mentality, resourcefulness, creativity, and data-informed strategies into your work, you'll create impactful customer marketing programs. These programs won't just resonate with our growing customer base but contribute to Gladly's broader mission of fostering positive experiences and lifelong loyalty.

Responsibilities

• Gain a deep technical knowledge of Gladly product capabilities in order to effectively market products to existing customers.
• Establish both immediate and long-term objectives for the customer-focused marketing and community programs, effectively reporting on progress to the senior leadership.
• Establish customer engagement goals to deepen strategic relationships with our community of Gladly customers.
• Expand annual recurring revenue (ARR) with customers of various sizes.
• Utilize Gladly's strategic narrative to demonstrate our commitment to enabling radically personal customer experiences.
• Support customer-focused marketing efforts through regular community events, newsletters, email promotions, and webinars.
• Detect and address areas for enhancement in all go-to-market strategies, content, and channels - from product landing page messaging to lifecycle campaigns.
• Partner with customer support and education to drive feature awareness and usage.
• Incorporate the customer perspective into all our marketing activities, from email communication and social media to sales and customer success.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values the diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$140,000 to $170,000 per annum; 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.

Why join us? At Gladly we value:

Putting people first We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company.

Focusing on the customer We treat our customers’ goals as our own, and we work hard to achieve them.

Being humble and hungry We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher.

Always learning Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated.

Owning it We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes.

Communicating it With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice

Our focus is on people and that starts with our employees. As an employee you can count on:

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Unlimited paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipend

About Us

Gladly has made the decision to become a full distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.

Gladly is closely monitoring the coronavirus disease (COVID-19). With a focus on employee safety, our current policy is that all employees be fully vaccinated and boostered against COVID-19 with an FDA-approved vaccine and provide proof or an approved medical or religious exemption.

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count JetBlue, Warby Parker, Crate and Barrel and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.