Staff Business Analyst
About Gladly:
Gladly, the customer-centered, AI-powered 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
This individual will sit within the Revenue Operations team and report into the Director of RevOps. Gladly has tremendous growth goals over the next five years and the RevOps team is the brains and muscle responsible for enabling that scale. We’re talking about designing integrative systems and processes, creating a cost-effective and results-optimized tech stack, and ensuring we’re measuring, interpreting, and reviewing performance signals across the business. RevOps is lean, mean, and a key-strategic partner for every department across Gladly. We pride ourselves on being incisive, effective, and driving big wins for our partners and for Gladly.
The Opportunity
We are looking to expand our Revenue Operations team by hiring a Staff Analytics Engineer for Go-To-Market. Your role is to accelerate the business by delivering data-driven insights, architecting our data-collection methodologies and systems, and advising functional teams to ensure the success of our revenue generation initiatives. This individual will build a data foundation upon which Gladly will scale. Key activities include revenue forecasting & modeling, identifying top ROI initiatives, and developing & tracking top-level KPIs for the business. Success in this role means that you will accelerate revenue-growth and retention, increase predictability on our key business metrics, and our ability to identify strategic objectives.
We’re looking for someone with a passion for data-driven decision-making, that gets thrills from cross-functional collaboration (note: you’ll be partnering with everybody), the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.
The ideal candidate knows that:
Data is meaningless unless it’s delivered as actionable insight.
Data is best understood when visualized.
Partnering with functional operations teams is key to both collecting and improving the collection of data.
Growth stage companies are full of opportunities and challenges. Being able to identify which is which is critical.
Perfect can be the enemy of good.
What You'll Do:
Assume ownership over our revenue forecasting and modeling. This includes working with finance and executive leadership to perform pipeline & opportunity forecasting, sales velocity calculations, and fiscal quarter/year goal setting to ensure alignment with company financial goals.
Identify the key motions (channels, programs, campaigns, etc.) that generate the most ROI. Work with RevOps and functional teams to scale these motions.
Plan for and build towards the future state of Gladly’s data.
Know what scaled data architecture looks like and create a roadmap towards that.
Leverage advanced data analysis tools and techniques to provide actionable insights to support strategic decision-making.
Create and maintain advanced dashboards and reports to monitor critical revenue metrics and KPIs.
Collaborate closely with marketing, sales, customer success, and finance teams to uncover key business questions and drive to deliver data-backed and actionable insights as answers.
Configure or implement best-in-class data capture practices through automation or process improvements that leads to accurate and hygienic data collection.
Utilize and/or recommend data capture, manipulation, analysis, and visualization software.
What We’re Looking For
Extensive experience in revenue operations, marketing/sales/cs operations, or a related role, with at least 8+ years of experience (3+ a senior analytical position).
Proficiency in data analysis tools and data visualization software.
Strong knowledge of CRM and sales/marketing/cs automation platforms (e.g., Salesforce, Marketo).
Familiarity with sales/marketing/cs tools (e.g. 6sense, Outreach, Gong, etc.)
Exceptional project management and leadership skills.
Proven ability to adapt and excel in a fast-paced, dynamic environment.
Exceptional problem-solving and communication skills, with a collaborative mindset.
The ability to navigate ambiguity and manage multiple priorities effectively.
A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence.
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.
Apply Now
Gladly, the customer-centered, AI-powered 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
This individual will sit within the Revenue Operations team and report into the Director of RevOps. Gladly has tremendous growth goals over the next five years and the RevOps team is the brains and muscle responsible for enabling that scale. We’re talking about designing integrative systems and processes, creating a cost-effective and results-optimized tech stack, and ensuring we’re measuring, interpreting, and reviewing performance signals across the business. RevOps is lean, mean, and a key-strategic partner for every department across Gladly. We pride ourselves on being incisive, effective, and driving big wins for our partners and for Gladly.
The Opportunity
We are looking to expand our Revenue Operations team by hiring a Staff Analytics Engineer for Go-To-Market. Your role is to accelerate the business by delivering data-driven insights, architecting our data-collection methodologies and systems, and advising functional teams to ensure the success of our revenue generation initiatives. This individual will build a data foundation upon which Gladly will scale. Key activities include revenue forecasting & modeling, identifying top ROI initiatives, and developing & tracking top-level KPIs for the business. Success in this role means that you will accelerate revenue-growth and retention, increase predictability on our key business metrics, and our ability to identify strategic objectives.
We’re looking for someone with a passion for data-driven decision-making, that gets thrills from cross-functional collaboration (note: you’ll be partnering with everybody), the curiosity to solve complex problems, and the initiative to thrive in a fast-paced SaaS environment.
The ideal candidate knows that:
Data is meaningless unless it’s delivered as actionable insight.
Data is best understood when visualized.
Partnering with functional operations teams is key to both collecting and improving the collection of data.
Growth stage companies are full of opportunities and challenges. Being able to identify which is which is critical.
Perfect can be the enemy of good.
What You'll Do:
Assume ownership over our revenue forecasting and modeling. This includes working with finance and executive leadership to perform pipeline & opportunity forecasting, sales velocity calculations, and fiscal quarter/year goal setting to ensure alignment with company financial goals.
Identify the key motions (channels, programs, campaigns, etc.) that generate the most ROI. Work with RevOps and functional teams to scale these motions.
Plan for and build towards the future state of Gladly’s data.
Know what scaled data architecture looks like and create a roadmap towards that.
Leverage advanced data analysis tools and techniques to provide actionable insights to support strategic decision-making.
Create and maintain advanced dashboards and reports to monitor critical revenue metrics and KPIs.
Collaborate closely with marketing, sales, customer success, and finance teams to uncover key business questions and drive to deliver data-backed and actionable insights as answers.
Configure or implement best-in-class data capture practices through automation or process improvements that leads to accurate and hygienic data collection.
Utilize and/or recommend data capture, manipulation, analysis, and visualization software.
What We’re Looking For
Extensive experience in revenue operations, marketing/sales/cs operations, or a related role, with at least 8+ years of experience (3+ a senior analytical position).
Proficiency in data analysis tools and data visualization software.
Strong knowledge of CRM and sales/marketing/cs automation platforms (e.g., Salesforce, Marketo).
Familiarity with sales/marketing/cs tools (e.g. 6sense, Outreach, Gong, etc.)
Exceptional project management and leadership skills.
Proven ability to adapt and excel in a fast-paced, dynamic environment.
Exceptional problem-solving and communication skills, with a collaborative mindset.
The ability to navigate ambiguity and manage multiple priorities effectively.
A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence.
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.
Apply Now