Senior Director of Product Marketing - 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. 

What You’ll Do

As a member of Gladly’s Product Marketing Team, you will help maximize Gladly’s growth through market insights, deep understanding of our audiences and powerful storytelling that help Gladly and our customers win. We do this by successfully taking our products to market, enabling Gladly to establish a strong market presence, and increasing our market share. Reporting to Gladly’s Vice President of Product Marketing, you’ll play a critical role in:

• Lead and grow and incredible team of product marketers, fostering partnership and collaboration across our stakeholder teams.

• Quantify our market opportunities to identify our growth vectors and maximize revenue potential

• Deeply understand our buyers and empower other teams with strategies to achieve our revenue goals.

• Lead the launch, adoption and revenue generation of Gladly’s products with clear positioning and messaging, go-to-market strategies, and proven go-to-market tactics

• Conduct competitive research to gather insights. Arm our product and GTM teams with competitive intelligence, strategies, positioning and content that helps them win

• Own and thread our messaging throughout our teams, content go-to-market motions. Partnering deeply with key counterparts across the business

• Partner across our GTM teams to advance sales cycles, increase win rates and achieve higher revenues

About You:

• 15 years experience in B2B SaaS Product Marketing

• 5 years of experience within the CX market

• Proven ability to successfully take new products to market, from ideation to renewal

• Track record of successfully working across the business including Product, Engineering, Sales, Marketing, and Customer Success to execute on critical projects

• A pro at writing simple, compelling content that resonates with internal and external audiences

• Sweating the details, but also understanding overarching strategy and objectives

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they dont 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 dont check every box in the job description. Were committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$200,000 - $250,000 per annum OTE (base + variable); 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.

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 isnt always about having the most resources or the most experience; its 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