Enterprise Customer Success Manager

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.

What you will do and achieve:

Relationship Management

• Serve as the primary point of contact and trusted advisor for a select book of customers at Glean, build solid relationships, and understand their business issues to be solved by Glean
• Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives
• Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives

Onboarding and Adoption

• Lead the onboarding process for new Enterprise customers, ensure a smooth handoff from Sales and fast time to first value
• Leverage templates to create a consistent customer journey, iterate on templates as you learn from each customer experience helping the entire team mature
• Represent customer questions and feedback during this phase to our internal partners
• Provide training and cover all adoption levers with all customers, coaching each customer on how to leverage Glean’s suite of products best

Account Growth and Expansion

• Comfortably do discovery into your customers’ needs, uncovering upsell opportunities within your account book and flagging when there is risk
• Develop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime value
• Represent customer feedback to R&D teams, advocate for feature requests as needed

• Own and report on your key performance indicators such as Retention, Healthscore, Active Users, Multithreading, EBRs, and more
• Track progress against customer’s goals and objectives, ensure that we’re matching all adoption levers to their priorities, and report progress to Glean internal stakeholders
• Identify trends, patterns, and areas for improvement based on your customer feedback

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 3 - 7 years in a similar role within an international / B2B SaaS company
• Proven experience in Enterprise Customer Success, including track record of attaining targets
• Proficiency with tooling such as CRM software, Slack, Zendesk, Metabase, Glean
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders
• Familiarity with Value Selling and ability to do deep discovery with customers
• Demonstrated project management experience, including planning, execution, and stakeholder management
• Detail-oriented mindset with a focus on continuous improvement and operational excellence
• Live into our company values: Make it Better, Make it Together, Make it Customer Driven
• Ability to travel periodically and be in the office regularly