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.
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 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 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 Office and Google application skills (Excel/Sheets, Word/Docs, PowerPoint/Slides) and proficiency with using different systems to retrieve and analyze data
- 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
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.
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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