Job details

Customer Success Operations Manager

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

We are looking to expand our Sales Operations team by hiring a Sales Operations Manager. This individual will help build a foundation upon which the business will scale rapidly over the coming months. Key activities include thoughtful design of foundational sales structure, building out process and reporting for a scaling team, and ensuring data integrity to help drive to insights.

Success in this role means that you will build and simplify internal processes, provide visibility into performance via reporting and insights, and accelerate revenue-growth by identifying strategic pursuits for the sales team. Gladly’s rapid growth and scaling requires the Sales Operations team to minimize friction and maximize efficiency.

This position reports to the Director of Revenue Operations and is an integral part of the Go-To-Market team, working closely with marketing, sales, and customer success teams.

Responsibilities

Partner with sales managers to build better processes and policies, enabling sales managers and account executives to effectively and efficiently execute on day-to-day activities.
Proactively identify process challenges and either build or improve on these processes. This requires thought around documentation, communication, and enablement to ensure adoption throughout the sales organization and cross-functional teams.
Support the team in designing reports and dashboards
Supervise key data and maintain our reporting processes (spanning all sales pipeline, efficiency metrics, and forecasting.)
Be fanatical about data hygiene. Modify and improve the way we gather, store, and report on data via manual or automated processes.
Assist in the Marketing to Sales handoff, including ownership of lead upload, scoring, routing, and assignment; help streamline the process as we grow.
Drive improvements to our technology stack by recommending and integrating technologies that help our sales team to achieve their goals.
Communicate change across the organization and work to train others on new processes, policies, and tools.
Seek to automate where possible, and understand the benefits of automation in a scaling business.
Handle case queue to ensure our collaborators receive timely responses to their inquiries.

Qualifications

4+ years Sales Operations experience at a software company
Deeply knowledgeable of Salesforce functionality and best-practices, Certification is a plus
Familiarity with common sales technology stack (including Outreach, ZoomInfo, LinkedIn Sales Navigator) and is able to design cross-tool process
Excellent communication skills - equally comfortable working with technical and non-technical stakeholders and can help others articulate their needs and translate them into projects
Excellent project management skills, including organization and prioritization
Detail-oriented and process-driven
Driven by a need to uncover and solve problems

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation
$131,000 to $154,000 OTE per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Working at Gladly:

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.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

We win as one team: We believe the most important focus for us as a team is making the company successful.
We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

Competitive salaries, stock options
Medical, Dental, Vision and Life insurance
Generous paid time off
Generous paid Parental Leave
401K
Flexible Spending Accounts
Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.

Gladly Glassdoor Company Review

4.5

Gladly DE&I Review

4.2

CEO of Gladly

Joseph Ansanelli

Approve of CEO

Average salary estimate

$142500 / YEARLY (est.)

min

max

$131000K

$154000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Operations Manager, Gladly

Gladly is on the lookout for a Customer Success Operations Manager to join our vibrant team, and it could be the perfect match for you! At Gladly, we believe in the powerful impact of personalized customer service, and this role is crucial to helping us scale our operations effectively. As the Customer Success Operations Manager, you'll be responsible for enhancing our sales processes, ensuring data integrity, and equipping our sales teams with the insights they need to succeed. Your ability to collaborate with sales managers, refine internal processes, and develop effective reporting will ensure that our sales team runs like a well-oiled machine. You’ll also play a key role in refining our technology stack and addressing challenges proactively. By focusing on data hygiene and automation, you'll contribute directly to accelerating revenue growth. With a strong emphasis on communication and organization, you’ll bridge the gap between technical and non-technical stakeholders, ensuring everyone is aligned for success. If you have 4+ years of Sales Operations experience from a software company and a knack for Salesforce, Gladly would love to see how you can make a difference in our unique culture that values diversity, collaboration, and growth. Join us as we redefine customer service, and help transform how the world's most loved brands connect with their customers!

Frequently Asked Questions (FAQs) for Customer Success Operations Manager Role at Gladly

What responsibilities does a Customer Success Operations Manager have at Gladly?

As a Customer Success Operations Manager at Gladly, you'll establish and enhance sales processes, support the creation of insightful reports and dashboards, manage data hygiene, and work closely with sales managers to streamline operations. Your role is centered around minimizing friction in sales operations and maximizing efficiency to propel revenue growth.