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.
As a critical member of Gladly's Customer Success (CS) organization, the Customer Operations Manager will work with Customer Success Leadership to identify and build processes and reporting for the CS team that drives the performance and satisfaction of Gladly customers. Specifically, this resource will work closely with the Customer Success Managers to analyze our customers’ usage of our solution, develop a variety of reports, and craft recommendations to improve our customers’ performance through the optimization of systems and operationalization of team behaviors – ensuring a consistent and ever-improving outcome for both Gladly customers and the department. This candidate will report to the Director of Revenue Operations, and will support all the post-sales Customer Success Teams. A successful candidate will be able to quickly gain an understanding of the Gladly systems, customer use cases, and overall technology platform. Additionally, the candidate should be a curious, data-driven individual, who loves project management, cross-team collaboration, and is passionate about the overall customer service experience.
What You’ll Do:
- Develop and consistently evolve a standardized customer journey, tailored to Gladly’s core customer segments, which includes the key milestones, process, activities, systems, and the rules of engagement that support it
- Create the methodology, analysis, and process to support ongoing Customer Success Manager book of business assignment and ongoing balancing, including the framework for post-sale customer account segmentation
- Partner with Product Marketing on the development and ongoing management of the Voice of the Customer program; go on to project manage the execution of the highest priority, no-Eng-required needs
- Create and maintain operational reports and dashboards to monitor key customer success metrics, including net dollar retention (NDR), churn, and expansion
- Create the process for forecasting customer retention and continually improve its accuracy
- Develop the process for identifying, reviewing, and addressing Gladly customer accounts that are most at-risk of churning
- Assist with the development of core CSM role expectations, as well as the accountability mechanisms (reporting, compensation) that support their continual focus and success
- Support Customer Success Managers with troubleshooting, individualized help, and 1:many process and systems training
About You/Required Skills:
- 3-5 years in a revenue operations role in a fast-paced software startup; bonus points for prior experience in training & enablement or a Customer Success organization
- Experience initiating organization-wide change leveraging Salesforce, business intelligence systems, training, and cross-functional influence
- Systems thinker with the ability to see around corners, develop scalable solutions, and iterate quickly
- Excellent written and verbal communication skills, seamlessly aligning Exec-level leadership, mid-level managers, and individual contributors
- Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members
- Highly collaborative; proven ability to form strong cross functional relationships
- Excellent organization, project management, and time management skills
- Highly articulate with a consultative approach to business problems
- Team player, who’s invested in the success of their colleagues
- Salesforce admin experience is a bonus
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.
Gladly Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Gladly and has not been reviewed or approved by Gladly.
-
Healthcare Strength — Health coverage is described as comprehensive, spanning medical, dental, vision, life, disability, EAP, and wellness support. Plan details highlight low in‑network copays and substantial employer-supported coverage across core benefits.
-
Parental & Family Support — Policies include 16 weeks of paid parental leave for all parents, plus adoption assistance and fertility benefits. Feedback suggests these supports are a standout element of the package.
-
Leave & Time Off Breadth — Unlimited vacation, paid holidays, and paid sick time are standard. Flexible schedules and a remote‑friendly setup further enable meaningful time‑off usage.
Gladly Insights
Similar Jobs
What We Do
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Gladly is loved and trusted by hundreds of world-class brands to deliver award-winning experiences and drive serious results —240 million conversations powered by Gladly Customer AI, $510M cumulative cost savings across brands using Gladly, and a 65% increase in CSAT scores. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right.
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.
Gallery
