Implementation 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

About This Role:
As a Gladly Implementation Manager you will report to our Director of Implementation Services. You will be responsible for implementing and onboarding new Gladly customers on-time, on-budget and in accordance with the Statement of Work. The Implementation Manager is a customer facing role and is responsible for setting every customer up for success and ensuring they are receiving value, are reference-able and able to manage their Gladly instance once the implementation period has ended.

We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

What You'll Do On The Team:

• Successfully implement Gladly's strategic and enterprise customers. Manage resources from both the Professional Services Engineering team as well as implementation partners on time and on budget
• Lead change management for customers throughout the implementation process: from designing appropriate customer experience workflows, to consulting customers on best practices to helping customers design their training programs, test cases, launch schedule and success metrics
• Work with customers to incorporate AI into their customer service experience in a way that preserves or increases CSAT, is empathetic and enhances the overall customer experience
• Work closely with Sales and Customer Success to ensure smooth customer onboarding, helping explain the implementation process and details to late-stage, strategic prospects
• We treat our implementation process and collateral like products and work hard to continuously improve them. You will own default templates for enterprise projects: from kickoff decks, to project checklist to talk tracks. Help us continually improve
• You'll lead and own implementation retrospectives and action items that come as a result of those insights
• Document, pilot and train other Gladly team members on the best practices you've developed or enhanced
• Lead discussions with Product, Engineering and / or the Gladly leadership team during implementation should major issues arise using strong written and verbal communication skills. We highly value getting your direction and input on what can help make customers and the team successful
• Develop a deep understanding of Gladly's suite of products, best practices and industry standards

What You'll Bring To The Team
:

• You'll have 3-5 years experience leading multiple enterprise implementations in a SaaS company. Your projects typically contain 5+ key customer stakeholders from IC to C-Suite, and span multiple months.
• Excellent English speaking and reading skills
• You'll have a strong knowledge of the contact center and customer service industry
• Ability to deliver projects on-time and on-budget; ability to manage scope creep and expectations in a firm yet empathetic manner
• Diplomacy and the ability to effectively communicate priorities and trade-offs both internally and externally
• Knowledge of APIs, data models, cloud service architecture and Web technology (e.g.: HTML, CSS, JavaScript)
• Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
• Strong project management skills
• Quick and creative problem-solving skills
• A great attitude with the willingness to learn, maneuver through ambiguity, and collaborate with a growing team
• Strong written, verbal, organizational, and time management skills (efficiency is key)
• Ability to thrive in a fast-paced, "do what it takes" startup culture

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

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.