About Gladly:
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.
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As an Enterprise Customer Success Manager on the Gladly Customer Success team, you are responsible for building long-term strategic relationships, increasing product adoption and ensuring seamless renewals. You will be responsible for our largest customers. You’ll work closely with key stakeholders to understand their business objectives and translate that into how best to use Gladly to help them achieve their intended outcomes. As a customer advocate, you’ll liaison between our customers and our internal organization, ensuring that their needs and/or requirements are communicated and managed throughout Gladly while balancing these asks with the business needs. You’ll gather customer feedback and product requests while focusing on aligning customer adoption with our current product capabilities. You will own a retention and renewal number on a quarterly and annual basis, as well as help to expand and/or up-sell, as appropriate. In addition to traditional CSM responsibilities, you will help to define and iterate how we approach various programs, customer communications, customer engagement, and strategic planning initiatives.
What you’ll do:
Required Skills/Experience
Nice to have:
Why Join Gladly?
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:
