Full-Time

Customer Success Operations Manager

Confirmed live in the last 24 hours

Gladly

Gladly

201-500 employees

AI-powered customer service solution provider

Enterprise Software
AI & Machine Learning

Mid, Senior

Remote in USA

Category
Customer Experience
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Salesforce
Data Analysis

You match the following Gladly's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 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
Responsibilities
  • 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
Desired Qualifications
  • Salesforce admin experience is a bonus

Gladly provides a customer service platform that enhances interactions between customers and service agents using artificial intelligence. The platform moves away from traditional ticketing systems by linking all communications to individual customers, which allows for more personalized and efficient service. Gladly's tools, such as Hero AI Authoring, Hero AI Summaries, and Hero AI Replies, help improve agent productivity and offer self-service options for customers, ensuring assistance is available at all times. Unlike competitors, Gladly focuses on transforming customer service agents into brand heroes, which helps build customer loyalty and improve brand reputation. The company's goal is to change how businesses engage with their customers, making interactions more effective and fostering long-term relationships.

Company Stage

Late Stage VC

Total Funding

$202.3M

Headquarters

San Francisco, California

Founded

2014

Growth & Insights
Headcount

6 month growth

1%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Recent $40M funding boosts innovation in AI-powered customer service solutions.
  • Integration of generative AI enhances personalized customer interactions and satisfaction.
  • Subscription model ensures steady revenue and customer retention.

What critics are saying

  • Competition from Zendesk and Freshdesk could impact Gladly's market share.
  • Rapid AI advancements may lead to customer expectations outpacing current offerings.
  • Economic downturns could affect subscription renewals and new customer acquisition.

What makes Gladly unique

  • Gladly focuses on people-centered service, not traditional ticket-based systems.
  • The platform integrates AI tools like Hero AI Authoring for enhanced agent productivity.
  • Gladly consolidates all customer interactions into a single, lifelong conversation stream.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Generous paid time off

Generous paid Parental Leave

401K

Flexible Spending Accounts

Home office stipends

Stock options

Remote Work Options