Senior Product Marketing Manager

About Gladly

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at www.gladly.ai.

Gladly is the customer experience platform powered by Customer AI, that’s redefining how brands serve their customers by putting people, not tickets, at the center. As a recognized leader in the CX space, we’re building the future of service.

We’re looking for a high-impact product marketer ready to own outcomes and lead GTM strategy for some of the most important launches in our roadmap. This is an opportunity to be part of something big and help transform how leading consumer brands engage with their customers in a fast-evolving space.

This role is ideal for someone who thrives in a fast-paced environment, loves shaping product narratives, and is eager to collaborate cross-functionally to drive go-to-market success.

As a PMM at this level, you will:

• Lead high-impact product launches
• Drive market research and competitive intelligence
• Serve as a key partner to Product, Sales, Customer Success, and Marketing

This is a builder role, ideal for someone who sees ambiguity as opportunity, thrives on setting new benchmarks, and wants a seat at the table shaping GTM strategy.

Launch Execution

• Drive launches that directly impact pipeline creation, win rates, product adoption, and revenue growth.
• Own the launch KPIs and hold stakeholders accountable for performance.
• Develop messaging briefs, enablement toolkits, and campaign strategies
• Work with Revenue Enablement to create scalable tools and training that drive readiness across Sales and Success teams
• Collaborate with Demand Gen, Product, Sales, and Customer Success to drive adoption
• Conduct post-launch analysis and optimization to maximize product adoption and market impact

Messaging & Positioning

• Translate product capabilities into compelling, customer-centric narratives
• Drive vertical, persona, and use case positioning strategies
• Partner with cross-functional teams to bring messaging to market across channels

Competitive Intelligence (CI)

• Serve as point of contact for creating and maintaining internal CI documentation 
• Identify and track market trends and competitor movements to inform GTM

• Minimum 5 years in B2B SaaS product marketing with a proven track record of leading cross-functional product launches that moved the needle on revenue and adoption. 
• Experience in customer service, contact center, or AI-powered platforms is a strong plus.
• Strong communicator, with the ability to distill complex concepts into simple, strategic messaging especially when partnering with GTM teams and Product to align messaging to customer pain and market opportunity
• Organized, collaborative, and excited by the opportunity to build and scale
• Ability to pivot quickly and operate effectively in a fast-paced, dynamic environment
• Bias for action, high personal accountability, and a drive to raise the bar on GTM execution.

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.