Head of Growth Marketing

| Remote
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Gladly is the customer service platform that makes customer support a competitive advantage. Unlike legacy service platforms that treat customers like tickets, only Gladly treats customers like people. 

We are searching for a dynamic, high energy and results-driven Head of Growth Marketing to join our rapidly growing leadership team.


As the Head of Growth Marketing, you will...

  • Report to the VP of Marketing and lead demand generation and BDR teams. 
  • Bring your outstanding leadership skills to grow, retain, and mentor a best-in-class growth marketing team.
  • Create and execute a highly-targeted growth marketing and replacement strategy in the eCommerce space that meets the go-to-market goals for FY22 and beyond.
  • Drive the pipeline modeling process and track against it to ensure Gladly’s high growth plan is achieved. 
  • Develop and launch the full suite of marketing reporting in Gladly’s new tech stack (SFDC, Marketo, Bizible) and provide insights needed for marketing and executive planning. 
  • Manage the marketing spend including planning, allocation, reconciliation, ROI analysis, and ROI improvements.
  • Own the ABM strategy for Enterprise and Mid-Market from technology, to strategy, to target accounts, to sales campaigns to marketing and sales execution. 
  • Drive prospects along a compelling, multi-channel customer journey to deliver on pipeline and ACV growth goals. 
  • Optimize Gladly’s marketing channel mix, with a heavy focus on finding deals in motion. 
  • Own SEO, paid, company website, programs, events, marketing automation, marketing operations, and analytics
  • Oversee the integration and efficient operation of the full suite of marketing systems, technologies, and processes.

Your background will include: 

  • Experience in early-stage, venture-backed growth companies with a track record of
  • successfully scaling to $100M+.
  • Proven track record in leading growth planning, getting buy-in, and executing on plans that consistently meet growth targets.
  • History of building and successfully managing high-performing growth marketing teams and attracting top marketing talent. 
  • A thorough grasp of the key metrics and benchmarks needed to inform and drive the business.
  • Strong experience with attribution and reporting solutions (Bizible, Tableau, etc.) and with sales engagement platforms (Outreach, Salesloft, etc.)
  • Deep understanding of operational best practices across sales and marketing with significant domain expertise in SFDC and Marketo. 
  • Comprehensive expertise in demand generation best practices, B2B SaaS, Enterprise ABM strategies
  • Consumer technology or customer service industry experience highly desired 

About You

  • You are an energetic and disciplined thinker with executional horsepower, an entrepreneurial spirit, and a strong passion for driving success in a fast-paced, growth environment
  • You are a natural, hands-on leader and engaged team player with strong interpersonal capabilities 
  • You are highly organized with the ability to plan, prioritize, and execute at high velocity
  • You are an Inquisitive learner with a strong creative drive to push the limits
  • You are incredibly people-oriented, with a relentless focus on the customer, communication, transparency, and teamwork

At Gladly we value:


Putting people first We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company. 

Focusing on the customer We treat our customers’ goals as our own, and we work hard to achieve them. 

Being humble and hungry We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher. 

Always learning Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated. 

Owning it We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes. 

Communicating it With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice


Why join Gladly?  

● A well-funded startup based in San Francisco with elite brand-name customers  

● An experienced leadership team who has 'done it before'  

● Innovative product disrupting a large, growing market (CRM / Customer Service)  

● Competitive salary and equity package along with generous health & wellness benefits  

● We hire smart, fun-loving, ambitious, humble people.  

● Gladly offers competitive salaries, stock options, and generous paid time off as well as:  

○ Medical, Dental, Vision and Life insurance  

○ Paid Parental Leave  

○ 401K  

○ Flexible Spending Accounts  

○ Fitness Stipend  

○ Computer equipment of your choice  

○ Commuter Benefits  


About Us:  

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


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • AWSDatabases
    • AuroraDatabases
    • LookerAnalytics
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • MailgunEmail

Location

We are a fully distributed and supported remote environment!

An Insider's view of Gladly

What’s the vibe like in the office?

Gladly is the first workplace I’ve ever been where I could come in as a woman of color and feel really strong and empowered by that. In my experience at tech companies, I’ve often been the only one of my kind in the room, even in the whole company. Gladly is the first place where I feel like what makes me unique is not just appreciated, but crucial

Christina

Customer Success Manager

How do you collaborate with other teams in the company?

No matter where you work across the organization you will have opportunities to get involved in the customer side of things. In my first year here as a designer, I visited multiple prospect meetings with the sales team. Those on-sites helped me empathize with our customers and get to the heart of their needs, which is reflected in my work every day

Shelby

Product Designer

How has your career grown since starting at the company?

I joined Gladly as a junior engineer and found opportunities for growth to be incredible. Unlike many other companies where those new in their career get stuck on unimportant tasks, I got to work on projects that were crucial, customer-facing work.

Shelley

Engineering Manager

What is your vision for the company?

Our team's drive is to make customer service radically personal. Extending Gladly from integrated voice, SMS, email, messaging to now with in-app messaging is a big step in our vision of a lifelong conversation for companies and their customers.

Joseph

CEO

What are Gladly Perks + Benefits

Gladly Benefits Overview

Invest in your health & wellness:
Gladly wants to invest in your being your best self, which is why we offer medical, dental, and vision coverage, a monthly fitness stipend, healthy catered meals 3x a week, an Employee Assistance Program and much more.

Plan your future:
At Gladly, we want you to stick around for the long haul. That’s why we care about present and future you by providing a 401k plan, Flexible Spending Accounts, 16 weeks paid parental leave, and infertility and adoption benefits.

Be the master of your own adventure:
You know when and where you’re most productive. That’s why we’re remote work-friendly, offer unlimited vacation time, and allow for flexible schedules.

Be part of a greater community:
There are endless opportunities to get immersed in the Gladly community from all-company volunteer days, to Gladly-hosted Fireside Chats with leading industry professionals, and even the annual company trip to Tahoe!

Culture
Volunteer in local community
Gladly participates in Habitat for Humanity every year as well as other philanthropic initiatives.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Gladly runs regular anti-harassment and unconscious bias training.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
LGBTQIA+, Gladiat-Hers, Parents, DEI channel
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Gladly employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Our dental plan covers 90% of expenses.
Vision Benefits
The vision benefits plan covers in-network copay of $10 for annual eye exams with $180 for glasses and contact lenses.
Health Insurance Benefits
Gladly's health insurance policy covers up to 84% of out of pocket expenses.
Life Insurance
Life insurance is equal to 2 times an employee's annual salary up to a maximum of $300,000.
Pet Insurance
Wellness Programs
Mental Health Benefits
$100 monthly allowance for all employees to put towards Wellness benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Gladly offers stock options through its employee profit-sharing program, including vesting over a four-year period
Child Care & Parental Leave Benefits
Generous Parental Leave
Gladly is thrilled that you want to expand your family through birth, adoption, or marriage into a step-parent relationship! You will have up to 16 weeks paid time to get to know your newest family me
Flexible Work Schedule
Gladly provides employees with a flexible work schedule that includes Flexible start and end times as well as remote working.
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and 16 weeks of paid leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
$75/month
Company Outings
Gladly plans an annual company trip to North Lake Tahoe called "Camp Gladly"!
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Monday, Wednesday, Friday.
Happy Hours
Relocation Assistance
Our relocation assistance plan is flexible based on the position.
Fitness Subsidies
Gladly offers a $75/month fitness stipend.
Professional Development Benefits
Job Training & Conferences
Gladly offers employees professional development opportunities like a $1000 annual individual budget for training, Onsite training courses, The ability to attend job-related conferences and seminars.
Diversity Program
Lunch and learns
Gladly hosts lunch and learn meetings on occasion.
Promote from within
Customized development tracks

Additional Perks + Benefits

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.

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