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.
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As the Director of Demand Generation at Gladly, you will be the driving force behind our revenue growth and ROI optimization. Reporting directly to the VP of Growth Marketing, you will manage a team of talented digital marketers, event marketers, and campaign managers to generate 55% of our new business pipeline with low mCAC. This role will focus on creating high-impact campaigns that deliver measurable results, driving opportunities and revenue across our Mid-market and Enterprise segments. You will collaborate closely with Sales, Sales Development, RevOps and other parts of marketing to ensure our efforts translate into tangible business outcomes.
Core Responsibilities:
- Revenue Generation: Develop and execute demand generation strategies that significantly contribute to Gladly’s revenue goals, ensuring high ROI on all campaigns.
- Team Leadership: Lead and mentor a high-performing team of digital marketers, event marketers, and campaign managers, fostering a culture of excellence and accountability.
- Strategic Collaboration: Partner with Sales, Sales Development, and other Marketing teams to ensure alignment and maximize the impact of demand generation efforts on revenue.
- Multi-Channel Optimization: Manage and optimize campaigns across various channels, including ads, content syndication, webinars, virtual events, physical events, direct mail, and email marketing, focusing on driving revenue and improving ROI.
- Event Management: Oversee the planning and execution of our annual user conference, Gladly Connect Live, ensuring it drives significant business opportunities and strengthens customer relationships.
- Budget management: Management and ROI for a $3M+ annual budget.
Qualifications
- Experience: 7-9 years in marketing leadership (people management) roles, with a proven track record in profitable revenue growth.
- Results-Driven: Highly focused on achieving revenue targets and maximizing ROI, with a strong background in data-driven marketing and performance optimization.
- Technical Expertise: Proficient in marketing operations, attribution, and reporting using Salesforce, Marketo, and other leading marketing technologies.
- Budget management: Proven ability to manage multi-million dollar budgets and return investments at 1.5-2x.
- ABM Proficiency: Deep experience with Account-Based Marketing (ABM) best practices and the common channels used, including direct mail, email marketing, content syndication, physical and virtual events, and webinars.
- Communication: Exceptional communication and collaboration skills and executive presence, with the ability to present ideas clearly and persuasively and work effectively across teams.
Compensation:
$159,000 - $220,000 per annum OTE (base + variable), equity, and 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.