Glean
Mid-Market Customer Success Manager
Glean, Palo Alto, California, United States, 94306
About GleanWe’re on a mission to bring people the knowledge they need to make a difference in the world.Glean
was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. 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.We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.RoleGlean is looking for a talented Customer Success Manager to join our rapidly expanding, venture-backed startup.Glean is the work assistant with intuition. Find exactly what you need, right when you need it so you and your team can get big things done. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.As the trusted advisor to the customer throughout their journey with Glean, you will own the launch and user & feature adoption of Glean and manage the long-term relationship with the champions and implementation teams at our growing customer base.By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.What you will do and achieve
Working with your Field counterparts, co-own the relationship with your assigned customers from launch through their lifetime with Glean - focusing on long-term adoption & success while Field owns revenue responsibilitiesBuild and cultivate customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customersTrack and manage all customer issues and requests through resolution, ensuring customers are updated regularlyEffectively represent your customers in driving product development for new integrations and featuresWork effectively with teams across Glean on customer feedback, issues and requestsBuild training materials and conduct training & enablement sessions for customer champions, trainers and end usersBuild and maintain success plans amongst key stakeholders within Glean and at the customerRun and maintain regular cadence calls and Executive Business Reviews (EBR’s) with customersAssist in building processes & assets that enable Glean to scale Customer SuccessProvide first response and technical troubleshooting of customer issues as neededInterpersonal skills
Communication: professional presentation and interaction skills with both customers and internal teamsProject planning: plan and execute implementation of customer projects including configuration and customization with integrations to SaaS-based systemsSelf-motivated: proactive approach to delivering service to customersDetail-oriented: highly organized and methodical, ensuring all issues are managed to completionData-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customersCSM Experience in a product-led company a huge plusKey Knowledge and Skills
Problem solving: problem solving skills including ability to troubleshoot and isolate issues to their root causeAbility to successfully manage customers at scale; interest or experience in a Digital Led motion is a huge plusExperience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project ManagementNice to have experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrationsIntermediate knowledge with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.Education
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.BenefitsCompetitive compensationHealthcareFlexible work environment401kUnlimited PTOTransparent cultureLearning and development opportunitiesCompany eventsFree mealsThe standard OTE range for this position is $70,000 - $190,000 annually.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
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was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. 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.We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.RoleGlean is looking for a talented Customer Success Manager to join our rapidly expanding, venture-backed startup.Glean is the work assistant with intuition. Find exactly what you need, right when you need it so you and your team can get big things done. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.As the trusted advisor to the customer throughout their journey with Glean, you will own the launch and user & feature adoption of Glean and manage the long-term relationship with the champions and implementation teams at our growing customer base.By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.What you will do and achieve
Working with your Field counterparts, co-own the relationship with your assigned customers from launch through their lifetime with Glean - focusing on long-term adoption & success while Field owns revenue responsibilitiesBuild and cultivate customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customersTrack and manage all customer issues and requests through resolution, ensuring customers are updated regularlyEffectively represent your customers in driving product development for new integrations and featuresWork effectively with teams across Glean on customer feedback, issues and requestsBuild training materials and conduct training & enablement sessions for customer champions, trainers and end usersBuild and maintain success plans amongst key stakeholders within Glean and at the customerRun and maintain regular cadence calls and Executive Business Reviews (EBR’s) with customersAssist in building processes & assets that enable Glean to scale Customer SuccessProvide first response and technical troubleshooting of customer issues as neededInterpersonal skills
Communication: professional presentation and interaction skills with both customers and internal teamsProject planning: plan and execute implementation of customer projects including configuration and customization with integrations to SaaS-based systemsSelf-motivated: proactive approach to delivering service to customersDetail-oriented: highly organized and methodical, ensuring all issues are managed to completionData-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customersCSM Experience in a product-led company a huge plusKey Knowledge and Skills
Problem solving: problem solving skills including ability to troubleshoot and isolate issues to their root causeAbility to successfully manage customers at scale; interest or experience in a Digital Led motion is a huge plusExperience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project ManagementNice to have experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrationsIntermediate knowledge with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.Education
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.BenefitsCompetitive compensationHealthcareFlexible work environment401kUnlimited PTOTransparent cultureLearning and development opportunitiesCompany eventsFree mealsThe standard OTE range for this position is $70,000 - $190,000 annually.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
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