Gladly - Product Marketing Manager

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Customer service at its best

“Help! My daughter left her teddy bear on the plane!” We’ve all experienced that dreaded moment when we realize that… we have to call customer service. But does it have to be that way? Most customer service products on the market today are case management tools designed decades before the iPhone, social media and modern messaging apps. At Gladly, they’re setting out to reinvent customer service for the 21st century. Legendary customer service starts with people talking to people. So Gladly put customers and conversations at the heart of their product. Because customers aren’t ticket numbers or cases, they’re people. With Gladly, agents and customers can converse seamlessly, with a modern messaging interface that gives them the ability to communicate across channels. Any communication—whether it's chat, SMS, social, email, or voice—is natively built into one platform. No plug-ins or apps to add on. Founded in 2014 and headquartered in San Francisco by a team of repeat entrepreneurs with multiple successful exits, Gladly is a company where communication is key, collaboration is a lifestyle, and everyone makes a difference. With an experienced team from companies like Kana, Salesforce, Vontu, Symantec, and Google, and funding from Greylock, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures, Gladly is well-positioned to continue their rapid growth trajectory. Ryan Floersch, Head Of Product Marketing at Gladly, is searching for an experienced Product Marketing Manager who excels at both strategy and execution, loves to create and write, and can translate technology into compelling stories that speak to our users. The ideal candidate is a challenger who doesn’t just accept things the way they are, but wants to understand the why and continually seeks ways to improve. He / she connects and builds trust with teammates, prospects, and customers.


About the role

What You’ll Work On
Responsibilities:

  • Build, understand and connect our messaging to key personas across buyers and influencers
  • Launch new product features with messaging that moves people, enablement for our sales team, and a story that drives forward our innovation narrative
  • Work with our sales team to craft personal stories to help them sell
  • Develop sales tools that are compelling, to-the-point, and differentiate us against legacy competitors
  • Enable sales to ensure our teams are armed to tell a compelling story, demo the heck out of our product and can fight off any objections like a pro
  • Partner with Product Management to collaborate on new product features and drive the go-to-market strategy for those features, including launches
  • Create content and campaigns with Demand Gen to stand out, get hand raises and position us as a thought leader disrupting the space

The Nitty Gritty
You should be able to:

  • Write a messaging doc, no sweat
  • Build a presentation from scratch to help tell a story
  • Create training for go-to-market teams that has them walking away enabled to sell
  • Come up with content + campaigns that will help us get more opportunities
  • Manage a product launch from start to finish with exceptional planning, getting all the details right

What We're Looking For
Someone who is eager to disrupt the customer service market by telling compelling stories, arming the sales team with tools and knowledge, and rocket launching new product features. Preferred qualifications include:

  • 4+ yrs experience in a product marketing role in the Enterprise SaaS market
  • Built effective sales tools and training that empowers the Sales team
  • Proven ability to take new products to market, from ideation to launch
  • Effectively work across teams, including Product, Sales, and Customer Success, to execute on critical projects
  • A pro at writing simple, compelling content in plain, direct English
  • Created and delivered compelling presentations to both internal and external audiences
  • Sweats the details, but also understands the overarching strategy and objectives


In a Nutshell
  • Company
    Gladly
  • Job Title
    Product Marketing Manager
  • Location
    San Francisco, CA
  • Company Values
    • World-class team
    • Open and transparent
    • Relentless pursuit of customer success
  • Hiring Manager
    Ryan Floersch
    Ryan Floersch
    Head of Product Marketing
    A passionate story-teller with a proven track record of building brands and bringing products to market.
The Team
  • Image
    Jenny Roy VP Marketing
  • Image
    Bruno Bergher VP Product
  • Image
    Susan Park Product Designer
The Company

About the role

What You’ll Work On
Responsibilities:

  • Build, understand and connect our messaging to key personas across buyers and influencers
  • Launch new product features with messaging that moves people, enablement for our sales team, and a story that drives forward our innovation narrative
  • Work with our sales team to craft personal stories to help them sell
  • Develop sales tools that are compelling, to-the-point, and differentiate us against legacy competitors
  • Enable sales to ensure our teams are armed to tell a compelling story, demo the heck out of our product and can fight off any objections like a pro
  • Partner with Product Management to collaborate on new product features and drive the go-to-market strategy for those features, including launches
  • Create content and campaigns with Demand Gen to stand out, get hand raises and position us as a thought leader disrupting the space

The Nitty Gritty
You should be able to:

  • Write a messaging doc, no sweat
  • Build a presentation from scratch to help tell a story
  • Create training for go-to-market teams that has them walking away enabled to sell
  • Come up with content + campaigns that will help us get more opportunities
  • Manage a product launch from start to finish with exceptional planning, getting all the details right

What We're Looking For
Someone who is eager to disrupt the customer service market by telling compelling stories, arming the sales team with tools and knowledge, and rocket launching new product features. Preferred qualifications include:

  • 4+ yrs experience in a product marketing role in the Enterprise SaaS market
  • Built effective sales tools and training that empowers the Sales team
  • Proven ability to take new products to market, from ideation to launch
  • Effectively work across teams, including Product, Sales, and Customer Success, to execute on critical projects
  • A pro at writing simple, compelling content in plain, direct English
  • Created and delivered compelling presentations to both internal and external audiences
  • Sweats the details, but also understands the overarching strategy and objectives


Depending on your country, the tax implications will be determined and followed. Please check our FAQ for more details or email us at info@redballoons.co.

Depending on your country, the tax implications will be determined and followed.
Please check our FAQ for more details or email us at info@redballoons.co.