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Segment Marketing Manager



Marketing & Communications
United States · Remote
Posted on Tuesday, June 11, 2024

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

About the role:

As the Segment Marketing Manager for the Mid-Market segment at Gladly, you will be a key driver of our growth strategy. Reporting to the Director of Demand Generation, you will be responsible for executing high-velocity, scaled programs that generate leads, drive pipeline, and increase revenue. This role requires expertise in running multi-touch, multi-channel campaigns, with a focus on efficiency and scalability. You will utilize Account-Based Marketing (ABM) techniques, focusing on a specific set of target accounts and the buying committees within those accounts. Collaboration with Sales and Sales Development will be crucial to ensure our marketing efforts are aligned with business goals.

Core Responsibilities:

  • Campaign Execution: Develop and implement high-velocity, multi-touch, multi-channel campaigns that generate leads, drive pipeline, and boost revenue for the Mid-Market segment.
  • Campaign Strategy: Apply ABM and other investment strategies to engage key target accounts and their buying committees, ensuring personalized and impactful marketing efforts.
  • Channel Management: Execute and manage campaigns across various channels, including content syndication, webinars, virtual events, direct mail, and email marketing, with a focus on scalability and efficiency.
  • Sales Collaboration: Partner closely with Sales and Sales Development teams to align marketing strategies with sales objectives, ensuring cohesive and effective execution.
  • Performance Analysis: Monitor, analyze, and report on campaign performance, making data-driven decisions to optimize results and achieve revenue targets.


  • Experience: 3-5 years in marketing roles with a focus on demand generation and segment marketing, particularly at small to medium sized businesses.
  • Results-Oriented: Highly focused on achieving revenue targets and maximizing ROI, with a proven track record of executing successful high-velocity, scaled programs.
  • ABM Proficiency: Experience with Account-Based Marketing (ABM) strategies and execution.
  • Technical Skills: Proficient with marketing technologies, including Salesforce, Marketo, and other leading tools.
  • Communication: Strong communication and collaboration skills, with the ability to work effectively across teams and present ideas clearly and persuasively.


$105,000 - $123,000 per annum salary, equity, and 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.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

  • We win as one team: We believe the most important focus for us as a team is making the company successful.
  • We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
  • We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
  • We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
  • We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
  • We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

  • Competitive salaries, stock options
  • Medical, Dental, Vision and Life insurance
  • Generous paid time off
  • Generous paid Parental Leave
  • 401K
  • Flexible Spending Accounts
  • Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.