Job Description
About Gladly
For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world’s most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.
At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more at www.gladly.ai.
About the role
You will be the product marketing owner for two of our AI platform product areas: our agent orchestration and steering platform (Agent Harness) and the AI engine that powers resolution across every customer conversation (AI Core). This is a full-stack, hands-on senior IC role: you own positioning, messaging, launch strategy, and sales enablement for both areas end to end, without a manager doing the work alongside you.
This is a builder’s PMM role at a company whose product is AI. The buyers are technical, the product changes weekly, and the market narrative moves faster than any launch calendar. You need to be able to sit in an eval review, understand what changed in the model or agent behavior, and translate it into a story a CX leader and their technical team both believe.
What you’ll own
- Positioning and messaging for Agent Harness and AI Core, grounded in how the products actually work (agent behavior, steering, evaluation, and measurement), not generic AI claims.
- Own launch strategy and execution across launches of all sizes, including narrative assets and cross-functional coordination with Product and Sales as the launch requires—with tier-one launches (our largest, most visible GTMs) owned end to end as a core expectation of the role.
- Sales enablement for these product areas: talk tracks, demo narratives, competitive positioning, and objection handling that hold up in technical evaluations.
- Market and competitive intelligence on the AI agent platform landscape, fed back into product and GTM decisions.
What we’re looking for
- Experience doing product marketing (or closely adjacent work) for AI/ML products, ideally LLM-based products, AI agents, or developer/platform products, where you had to understand the technology deeply enough to be credible with technical buyers.
- Technical fluency with modern AI systems: you can explain how LLM-based agents work, what evaluation and steering mean in practice, and why they matter to a buyer. You don’t need to build models, but you need to be conversant with the people who do.
- Daily, hands-on use of AI tooling in your own work (research, drafting, analysis, and building) and a point of view on how it changes the PMM craft.
- Demonstrated senior-IC judgment: you can carry two product areas simultaneously, prioritize ruthlessly, and operate with minimal oversight.
- Strong writing and narrative skills, with samples that show range from technical explainers to executive-level positioning.
What this role is not
- This is not a product management role. It carries no roadmap ownership, no product requirements, and no engineering-facing delivery responsibilities.
- This is not a people-management or team-leadership role. It is a senior individual contributor position.
- This is not a demand generation, content marketing, or campaigns role; those functions sit elsewhere in marketing.
Salary for this role
$150,000 to $185,000 annual 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.
Why Join Gladly?
Gladly is redefining customer experience AI; we’re designed for devotion, not deflection. We put people at the center of everything we build, from our platform to our culture. When you join us, you’ll enjoy:
- Competitive salaries, stock options, and comprehensive benefits
- Generous paid time off, parental leave, and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
- A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily
We’re a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don’t meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.
