Teams at Gladly

Own the operating expense planning process, including department budgets, software and consulting spend, budget-versus-actuals analysis, forecasting, and headcount planning. Build financial models, planning processes, and reporting systems; automate repetitive work using AI; develop spend-efficiency metrics; and provide insights for annual planning, reforecasts, leadership, and board reporting. Partner with non-finance leaders, particularly in Marketing and Product & Engineering, to improve spending decisions.

Own the end-to-end renewal process for a portfolio of growth accounts, from outreach through signed agreements. Lead commercial negotiations, identify churn risks, coordinate with Sales, Customer Success, Finance, and Revenue Operations, and maintain accurate renewal documentation in Salesforce and Slack. The role focuses on retaining and expanding revenue while delivering an excellent customer experience to US-based B2B SaaS customers from Colombia.

Own end-to-end product design for Gladly’s AI Agent Harness, including configuration, steering, evaluation, reporting, simulations, and oversight tools. Develop and maintain the shared design system, define solutions for ambiguous problems, prototype rapidly with AI-assisted tools, and elevate the quality of engineer- and AI-generated interfaces. This senior individual contributor role requires strong generalist product design skills, systems thinking, polished visual craft, and experience designing trustworthy, controllable AI-native experiences.