Senior Implementation Manager

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong conversation. We enable companies to talk to their customers they way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media.

What You'll Do With Customers

  • Successfully implement Gladly’s strategic and enterprise customers. Manage resources from both the Professional Services Engineering team as well as implementation partners on time and on budget
  • Lead change management for customers throughout the implementation process: from designing appropriate customer experience workflows, to consulting customers on best practices to helping customers design their training programs and launch schedule
  • Work closely with Sales and Customer Success to ensure smooth customer onboarding, helping explain the implementation process and details to late-stage, strategic prospects

What You'll Do Internally

  • We treat our implementation process and collateral like products and work hard to continuously improve them. You will own default templates for enterprise projects: from kickoff decks, to project checklist to talk tracks. Help us continually improve!
  • You'll lead and own implementation retrospectives and action items that come as a result of those insights
  • Roll out and train other Gladly team members on the best practices you've developed
  • Lead discussions with Product, Engineering and / or the Gladly leadership team during implementation should major issues arise using strong written and verbal communication skills. We highly value getting your direction and input on what can help make customers and the team successful!
  • Develop a deep understanding of Gladly's suite of products and best practices

What you'll bring to Gladly

  • You've successfully led multiple enterprise implementations in a SaaS company. Your projects typically contain 5+ key customer stakeholders from IC to C-Suite, and span multiple months. You spend much of your project time working with the customer business teams on change management approaches and product-usage best practices. Some of your projects may require collaboration with product on new features, and getting up to speed on best practices
  • You've led multiple projects with implementation partners involved, and have managed to keep them on-budget and on-time
  • You've proactively scoped, built, trained on and iterated upon best practices to help make implementations even better. You aim to continuously improve and understand we may not be perfect on day one!
  • You have a passion for learning the product and technology for the company you're at: you play around with APIs, read documentation thoroughly and try to do hands-on exercises with new features released

Skills Needed

  • Clear, concise communication skills (verbal, written and presentation)
  • Ability to manage change across multiple stakeholders
  • Solution-driven mentality with willingness to be hands-on: able to spot and mitigate potential risks
  • Passion for improving the overall team and customer experience
  • Ability to deliver projects on-time and on-budget; ability to manage scope creep and expectations in a firm yet empathetic manner
  • Diplomacy and the ability to effectively communicate priorities and trade-offs
  • Knowledge of APIs, data models, cloud service architecture and Web technology (e.g.: HTML, CSS, JavaScript)
  • Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
  • Strong project management skills

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

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
  • Fitness stipend

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 and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

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


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


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


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.


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.



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!

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
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
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
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.

More Jobs at Gladly11 open jobs
All Jobs
Dev + Engineer
Project Mgmt
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Gladly's full profileSee more Gladly jobs