Glean is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager (CSM) at Glean, a company building an AI system for enterprises. The CSM will guide strategic customers to achieve business outcomes with Glean, manage relationships, lead onboarding, drive account growth, track performance, and meet certain requirements.

Requirements

• 5-7 years in a similar role within a B2B SaaS company. Preferably CSM experience with enterprise wide applications
• Proven experience working with larger enterprise customers, including a track record of attaining and exceeding targets
• Interest in generative AI for knowledge workers at Enterprise scale
• 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. Curiosity and grit
• Live into our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen
• Ability to travel periodically

Responsibilities

• Actively guide some of Glean’s most strategic customers to achieve business outcomes with Glean
• Serve as the primary point of contact and advocate for a book of customers, building solid relationships, and understanding how Glean can help your customers achieve specific business objectives
• Conduct regular check-ins with multiple customer stakeholders to understand progress towards goals, 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
• Lead the onboarding process for new customers, ensuring 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 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
• Comfortably conduct discovery to understand customer needs, uncovering upsell opportunities within your account book or flagging 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

Preferred Qualifications

Japanese proficiency is a plus