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:
Our Solutions Consulting Team is growing and looking for a top-performing Sr. Solutions Consultant to join our team to support our Mid Market Sales Team. Reporting to the Director of Mid Market Solutions Consulting, you’ll play a critical role in helping our prospects understand the value of Gladly. You will help support our East Coast Mid Market / Velocity Sales team by utilizing your deep product knowledge and technical expertise to demonstrate how companies can use and deploy our solution, realize business value, and deliver exceptional customer service.
What you'll do on the team:
- Be a trusted advisor to our customers by understanding their processes, requirements, and challenges. Some also call this conducting discovery, but we call it earning the right to have a conversation.
- Partner closely with our Sales team engaging with prospects and customers and with our engineering, product and design teams.
- Engage customers in business, strategy, and ROI-based discussions to communicate how Gladly can help deliver value by changing the relationship they have with their customers.
- Be an awesome technologist with lots of business acumen, able to draw out root causes to customer concerns, and apply phenomenal problem-solving skills to solve them
- Diagnose the status of a prospect or customer's ability to serve their own customer; credibly and with integrity, sell them on a new way of doing things, and an evolving vision for their future.
- Tell compelling stories that are grounded in technology. These aren't just demos; we want you to paint a vision of what truly customer-centric service looks like!
- Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative!
- Play an active role in the post-sales phase to ensure ongoing customer success. Come on, we told you customer success was important to us!
- Be the voice of your prospects and customers. We're a startup and we're evolving; you will play an important role in that evolution.
What You’ll Bring To The Team:
- 3+ yrs experience in a Solutions Consulting role in B2B SaaS
- Proven successful track-record of sales engineering or solution consulting experience in a SaaS business, ideally with experience in Customer Service, Support, or CRM platforms
- Ability to work as part of a team to solve business and technical problems, and step into leadership when and where required
- Thrive in fast-paced environment
- Strong verbal, written, presentation, and interpersonal communication skills
- Proven time management skills in a fast-moving startup environment
- Successful track record of tackling technical and security objections
- Enormous initiative in discerning what is right for the prospect or customer and a staunch advocate for their needs
Compensation:
$153,000 - $191,000 per annum OTE (base + variable); equity, and benefit
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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