Job description
About Gladly:
Gladly, the customer-centered AI customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
The Team
You’ll be joining Gladly’s Customer Success Management team. Our mission is to build long-term, trusted relationships with our customers by helping them realize value, drive adoption, and achieve their business goals using Gladly. We partner cross-functionally with Sales, Support, Product, and Marketing to ensure our customers receive exceptional service and see measurable results.
The Opportunity
We’re looking for a dedicated Renewals Manager to own the renewals motion for our mid-market customer base. You’ll act as the primary point of contact for renewal-related inquiries, leading negotiations, reviewing contracts, and collaborating across teams to ensure a smooth process. Your goal is to secure renewals and minimize churn while delivering an outstanding experience to our customers.
What You’ll Do
- Manage the end-to-end renewal process for a portfolio of mid-market accounts
- Lead negotiations using established best practices to secure favorable agreements that align with company goals
- Identify early warning signs of risk and coordinate internal efforts with Sales, Customer Success, Finance, and other departments to ensure alignment
- Document renewal activities in Slack and Salesforce and ensure data accuracy
- Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process
What We’re Looking For
- 2+ years experience in Customer Success or Account Management, preferably in SaaS
- Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy
- Strong commercial acumen with experience managing and negotiating contracts
- Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously
- Exceptional verbal and written communication skills to work effectively in a remote-first environment
- Strong teamwork and cross-functional collaboration abilities
- Familiarity with Salesforce (or equivalent CRM)
Why Join Gladly?
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and 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
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
