About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
About this role:
As an FP&A Manager, you will report to the Director of FP&A, championing financial strategy and operations as we scale the team, product, and company into new opportunities. This role requires cross-functional collaboration with members of all teams to effectively drive the company's operational plan, set objectives, and inform the business as it grows into its next stage of development.
The ideal candidate will demonstrate both an eagerness to learn and a sound foundation of skills and business acumen to hit the ground running. We are looking for someone with the desire and curiosity to constantly learn, take initiative, and thrive in a fast-paced SaaS environment.
What You’ll Do On The Team:
Data Modeling and Reporting:
- Build and maintain detailed financial models to support forecasting and variance analysis
- Prepare and deliver monthly financial dashboards and reports to department heads, providing actionable insights
- Assist with monthly close process and all management reporting on all key SAAS metrics and statistics
- Support management of top line forecasting model(s) including bookings, billings, revenue, and cash collections
Support for Strategic Initiatives:
- Assist the Director of FP&A with scenario planning and preparation of materials for board and executive-level discussions
- Own financial planning and projection, including the financial component of major strategic initiatives
- Work collaboratively with department heads to develop and track budgets across the business in line with strategic objectives
- Identify operational KPIs and develop reporting structure and cadence
System Management:
- Maintain and optimize FP&A tools and processes such as Mosaic, ADP, NetSuite, Looker, Salesforce and others, ensuring data integrity and accuracy
- Collaborate with cross-functional teams to streamline data inputs and reporting workflows
Ad Hoc Analysis:
- Become an expert on the Gladly business model and conduct deep-dive analyses into key business metrics to uncover trends and opportunities
- Provide actionable insights to guide leadership’s strategic decision-making
What You’ll Bring To The Team:
- 5+ years of finance or investment banking experience with SAAS business model familiarity
- Strong financial acumen (e.g., a good understanding of financial statements, accounting, FP&A processes, ASC606 & 340, etc.)
- Advanced Google suite application skills (Sheets, Docs, Slides) and proficiency with using different systems to retrieve and analyze data. A specific emphasis on Sheets, advanced formula construction, pivot tables, macros, graphing, etc.)
- Excellent communication skills, with the ability to translate complex data into recommendations for the business
- A strong desire to learn and a curiosity into the metrics that drive decisions for a growing SAAS company
- 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.
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 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:
$111,000 to $139,000 per annum base salary + equity + 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.
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. When you join us, 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
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
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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