---
title: 'Renewals Manager at Gladly'
canonical: 'https://feeny.ai/job/renewals-manager-gladly-colombia-z6a7nq06sgtv'
type: 'job'
last_seen: '2026-09-23'
---

# Renewals Manager at Gladly

- **Company:** Gladly
- **Location:** Colombia
- **Work type:** remote
- **Posted:** 2026-09-16
- **Last confirmed live:** 2026-09-23
- **Apply:** https://www.gladly.ai/careers/?utm_source=greenhouse-recruiting&utm_medium=referral&utm_campaign=careers&gh_jid=8209791

## Job description

## About Gladly

For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.

At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more at[www.gladly.ai](http://www.gladly.ai).

The Team

You'll join Gladly's Customer Success Management team, a commercially-minded group that treats retention and revenue growth as inseparable. Our mission is to build long-term, trusted relationships with customers by helping them realize value, and to translate that value into renewed and growing revenue. We partner closely with Strategic Account Management, Finance, and Sales to keep our growth accounts thriving, and we operate with a shared sense of ownership and mutual accountability across the team.

The Opportunity

We're looking for a Renewals Manager to own the renewals motion for our growth 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.

This role is based in Colombia and supports our US-based growth accounts, requiring strong English communication skills and comfort working across time zones. It also offers a clear path to grow into a Strategic Account Manager position.

## What You’ll Do

- Renewal Ownership: Manage the end-to-end renewal process for a portfolio of growth accounts, from initial outreach through signed agreement. You'll be measured on the percentage of revenue you retain and grow, including through price increases and expanding accounts to include products like Sidekick.
- Commercial Negotiation: Lead negotiations using established best practices to secure favorable agreements that align with company goals, balancing customer satisfaction with revenue outcomes.
- Risk Identification & Cross-Functional Collaboration: Identify early warning signs of risk and coordinate with Sales, Customer Success, Finance, and Revenue Operations to keep renewals on track and aligned.
- Account Documentation: Document renewal activities in Slack and Salesforce, ensuring data accuracy for forecasting and reporting.
- Customer Engagement: Communicate professionally and empathetically with customers via phone and email, maintaining high customer satisfaction throughout the renewal process.

## What We’re Looking For

- Experience: 2+ years in a client-facing, revenue-oriented role (Customer Success or Account Management), preferably in B2B SaaS.
- Location: This role is based in Colombia. You'll work remotely from Colombia, collaborating with US-based teams and serving US-based customers. Strong English proficiency (C1+) is required.
- Revenue Track Record: Demonstrated experience managing a high volume of renewals while maintaining accuracy and customer empathy.
- Commercial Mindset: Strong commercial acumen with experience managing and negotiating contracts. You see renewals as a revenue-growth opportunity, not just a retention task.
- Operational Discipline: Highly organized, detail-oriented, and able to manage multiple renewal cycles simultaneously.
- Communication: Exceptional verbal and written communication skills to work effectively in a remote-first, cross-time-zone environment.
- Collaboration: Strong teamwork and cross-functional collaboration abilities.
- Tools: Familiarity with Salesforce (or equivalent CRM).

Salary for this role: $35,000 - $65,000 USD (may be paid in USD or COL pesos, depending on COR or EOR contract options - but this is a full-time opportunity)

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Gladly’s bonus plan for eligible roles. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons. Why Join Gladly?

Gladly is redefining customer experience AI; we're designed for devotion, not deflection. We put people at the center of everything we build, from our platform to 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
- A company where AI is not a buzzword. We build AI products and we expect our team to use AI tools daily

We're a team that believes in transparency, collaboration, and the idea that the best work happens when talented people genuinely enjoy working together. Top talent, good vibes, no politics. If this role excites you but you don't meet every qualification, we still encourage you to apply. The perspectives and experiences you bring matter more than checking every box.

## About Gladly

## Company Overview
- **One-liner**: Gladly is a customer experience AI platform purpose-built to help B2C brands drive customer loyalty by putting people at the center of every conversation.
- **Entity Type**: Private (late-stage venture, last funding round in September 2024)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2014
- **Founders**: Joseph Ansanelli (Cofounder & Executive Chairman), Michael Wolfe, Dirk Kessler

## Core Business
- **Primary industry**: Customer Experience (CX) / Customer Service Software (SaaS)
- **Target customers**: B2C companies (retail, hospitality, e-commerce, etc.) focused on long-term customer loyalty. Served over 200 customers in the US, including Ulta Beauty, Breeze Airways, and Barrel.
- **Mission or purpose statement**: “Putting people back at the center of customer service” – reject the false choice between high-touch personal service and cost-effective automation. Focus on building long-term customer lifetime value (LTV).

## Products & Services
- **Gladly CX AI Platform**: AI-powered platform that unifies voice, chat, SMS, email, and social into a single customer-centric conversation history. Includes AI agents that can fully resolve conversations or seamlessly hand off to human agents. Built for business users to configure in plain English (no engineering required). The platform is designed to drive revenue per conversation and CSAT while reducing costs – a “no-compromise” approach that treats customers like regulars, not problems to deflect.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual Revenue of **$55.0 million** (LinkedIn estimate) – Total Funding **$208.0 million** across 6 rounds
- **Notable Investors/Partners**: Riverwood Capital (led $55M round in Dec 2022), Greylock (led Series A 2016), New Enterprise Associates, Notable Capital, AVP (led $40M round Sep 2024), and others. Also acquired the AI platform Thankful in 2023.
- **Growth Signals**: 
  - Headcount of ~170 employees (+5.1% YoY) across 6 countries
  - Over 200 customers and 10,000 customer service agents using the platform
  - Won “Disruptive Technology of the Year” at the CCW Excellence Awards
  - Active hiring with 9 open positions (monthly job postings up 50%, yearly up 200%)

## Competitive Advantages
- **AI built for LTV, not deflection**: Unlike traditional chatbots that focus on cost-saving by deflecting customers, Gladly’s AI is designed to engage customers as humans, deepening relationships and increasing lifetime value.
- **Customer-centric conversation architecture**: Keeps a lifelong, cross-channel conversation history for each customer – no tickets or silos.
- **Business-user friendly**: Guides written in plain English let non-engineers control the brand voice and AI behavior without developer dependency.
- **No-compromise philosophy**: Claims to deliver both radical efficiency and radical personalization, a combination most competitors fail to achieve.
- **Proven results**: Customers report 76% first-30-day resolution rate increase, 3x revenue per conversation, and 65% CSAT improvement.

## Strategic Focus
- **AI-first product evolution**: Rebuilding the platform around AI that empowers brands to deliver “radically efficient and radically personal” experiences simultaneously.
- **Customer loyalty over cost**: Prioritizing long-term customer value metrics (LTV) over short-term cost reduction as the core value proposition.
- **Global expansion**: Already operating in Colombia, Philippines, Mexico, India, and Austria – likely to grow remote workforce further.
- **Enterprise growth**: Recent hires like a Strategic Account Manager (Lower Enterprise) and a VP of Customer Success indicate focus on larger accounts.

## Why Work Here
- **Work model**: Fully remote company with flexible schedules and unlimited vacation time. Employees can work from anywhere, with a strong distributed culture.
- **Benefits**: Competitive salaries, stock options, medical/dental/vision insurance, life insurance, 401k plan, Flexible Spending Accounts, 16 weeks paid parental leave, infertility and adoption benefits, home office stipends.
- **Culture**: Fast-paced startup environment emphasizing collaboration, empathy, and continuous learning. Strong focus on Diversity, Equity, Inclusion & Belonging. Community events like all-company volunteer days and fireside chats with industry leaders.
- **Engineering culture**: Staff Software Engineer, AI & Automation roles posted; 53 employees in technical departments (23% of workforce). Alumni often join top tech companies (Google, Microsoft, Stripe, Twilio, Salesforce).
- **Note**: Official job correspondence only from @gladly.ai addresses. No interviews via text/chat. Recruitment scams exist – report suspicious contacts to talent@gladly.ai.

## Sources
1. [gladly.ai](https://www.gladly.ai/) – Main site: product description, results, customers, mission
2. [gladly.ai/about-us](https://www.gladly.ai/about-us/) – Leadership team, founding story, “And” philosophy
3. [gladly.ai/careers](https://www.gladly.ai/careers/) – Remote culture, benefits, DEIB, The Gladly Story
4. [linkedin.com/company/gladly-inc](https://www.linkedin.com/company/gladly-inc) – Financials ($55M revenue, $208M funding), headcount 170, employee breakdown, recent funding round Sept 2024, acquisitions

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