About Gladly:
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. Learn more at www.gladly.ai.
You’ll be joining Gladly’s Customer Success Management team. Our mission is to build long-term, trusted relationships with our customers by helping them realize value, drive adoption, and achieve their business goals using Gladly. We partner cross-functionally with Sales, Support, Product, and Marketing to ensure our customers receive exceptional service and see measurable results.
The OpportunityWe’re looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base. You’ll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers.
What You’ll Do- Manage the end-to-end renewal process for a portfolio of mid-market accounts
- Lead negotiations using established best practices to secure favorable agreements that align with company goals
- Identify early warning signs of risk and coordinate internal efforts with Sales, Customer Success, Finance, and other departments to ensure alignment
- Document renewal activities in Slack and Salesforce and ensure data accuracy
- Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process
- 2+ years experience in Customer Success or Account Management, preferably in SaaS
- Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy
- Strong commercial acumen with experience managing and negotiating contracts
- Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously
- Exceptional verbal and written communication skills to work effectively in a remote-first environment
- Strong teamwork and cross-functional collaboration abilities
- Familiarity with Salesforce (or equivalent CRM)
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
