About Gladly:
Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.
Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.
As a critical member of Gladly's Customer Success (CS) organization, the Customer Operations Manager will work with Customer Success Leadership to identify and build processes and reporting for the CS team that drives the performance and satisfaction of Gladly customers. Specifically, this resource will work closely with the Customer Success Managers to analyze our customers’ usage of our solution, develop a variety of reports, and craft recommendations to improve our customers’ performance through the optimization of systems and operationalization of team behaviors – ensuring a consistent and ever-improving outcome for both Gladly customers and the department. This candidate will report to the Director of Revenue Operations, and will support all the post-sales Customer Success Teams. A successful candidate will be able to quickly gain an understanding of the Gladly systems, customer use cases, and overall technology platform. Additionally, the candidate should be a curious, data-driven individual, who loves project management, cross-team collaboration, and is passionate about the overall customer service experience.
What You’ll Do:
- Develop and consistently evolve a standardized customer journey, tailored to Gladly’s core customer segments, which includes the key milestones, process, activities, systems, and the rules of engagement that support it
- Create the methodology, analysis, and process to support ongoing Customer Success Manager book of business assignment and ongoing balancing, including the framework for post-sale customer account segmentation
- Partner with Product Marketing on the development and ongoing management of the Voice of the Customer program; go on to project manage the execution of the highest priority, no-Eng-required needs
- Create and maintain operational reports and dashboards to monitor key customer success metrics, including net dollar retention (NDR), churn, and expansion
- Create the process for forecasting customer retention and continually improve its accuracy
- Develop the process for identifying, reviewing, and addressing Gladly customer accounts that are most at-risk of churning
- Assist with the development of core CSM role expectations, as well as the accountability mechanisms (reporting, compensation) that support their continual focus and success
- Support Customer Success Managers with troubleshooting, individualized help, and 1:many process and systems training
About You/Required Skills:
- 3-5 years in a revenue operations role in a fast-paced software startup; bonus points for prior experience in training & enablement or a Customer Success organization
- Experience initiating organization-wide change leveraging Salesforce, business intelligence systems, training, and cross-functional influence
- Systems thinker with the ability to see around corners, develop scalable solutions, and iterate quickly
- Excellent written and verbal communication skills, seamlessly aligning Exec-level leadership, mid-level managers, and individual contributors
- Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members
- Highly collaborative; proven ability to form strong cross functional relationships
- Excellent organization, project management, and time management skills
- Highly articulate with a consultative approach to business problems
- Team player, who’s invested in the success of their colleagues
- Salesforce admin experience is a bonus
Working at Gladly:
Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.
We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.
We have a strong work ethic, but value life outside of work, too.
Gladly Beliefs:
- We win as one team: We believe the most important focus for us as a team is making the company successful.
- We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
- We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
- We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
- We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
- We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.
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
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Home office stipends
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.
Gladly has made the decision to become a fully 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.
Top Skills
What We Do
Gladly is a Radically Personal customer service platform. Designed with people at the center, Gladly enables a single lifelong customer conversation from voice to messaging, and empowers some of today’s most innovative companies to deliver exceptional customer experiences that make customer service a competitive advantage.
Why Work With Us
Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.
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