Glean
Enterprise Customer Success Manager
Glean, Whittemore, Iowa, United States, 50598
About Glean
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.
We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.
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.
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.
Role
Glean is looking for a talented Enterprise Customer Success Manager to join our rapidly expanding, venture-backed startup, to support and grow our largest & most strategic customers.
As the Enterprise CSM you will partner with the Field team and customer to drive a successful launch, then own user & feature adoption, and manage the long-term relationship by becoming their trusted Glean advisor. You will work with executive stakeholders and champions at our customers providing the highest level of service - this team lives and breathes our company value “customer obsessed”.
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 consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customersTrack and monitor 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 Success
Who You Are
5-8 years of industry experienceBachelor’s Degree with 3-5 years of industry experience or Masters with at least 1 year of industry experienceCommunication: professional presentation and interaction skills with both customers and internal teamsStakeholder alignment: ability to assess the organizational structure of customers to successfully drive valueProject planning: plan and ensure execution of customer projects including launch prep and partnering with Solution Engineering on configuration and customization of 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 is a huge plus
Key Knowledge And Skills
Ability to assess customer use cases and provide suggestions leveraging the product to address their needsExperience in at least one of the following disciplines: Customer Success Management, Professional Services, Technical Project Management, Account 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 of Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.
Benefits
Competitive compensationHealthcareFlexible work environment401kFlexible work environment and time-off policyTransparent cultureLearning and development opportunitiesCompany eventsFree meals
The standard OTE range for this position is $140,000 - $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.#J-18808-Ljbffr
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.
We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.
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.
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.
Role
Glean is looking for a talented Enterprise Customer Success Manager to join our rapidly expanding, venture-backed startup, to support and grow our largest & most strategic customers.
As the Enterprise CSM you will partner with the Field team and customer to drive a successful launch, then own user & feature adoption, and manage the long-term relationship by becoming their trusted Glean advisor. You will work with executive stakeholders and champions at our customers providing the highest level of service - this team lives and breathes our company value “customer obsessed”.
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 consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customersTrack and monitor 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 Success
Who You Are
5-8 years of industry experienceBachelor’s Degree with 3-5 years of industry experience or Masters with at least 1 year of industry experienceCommunication: professional presentation and interaction skills with both customers and internal teamsStakeholder alignment: ability to assess the organizational structure of customers to successfully drive valueProject planning: plan and ensure execution of customer projects including launch prep and partnering with Solution Engineering on configuration and customization of 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 is a huge plus
Key Knowledge And Skills
Ability to assess customer use cases and provide suggestions leveraging the product to address their needsExperience in at least one of the following disciplines: Customer Success Management, Professional Services, Technical Project Management, Account 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 of Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.
Benefits
Competitive compensationHealthcareFlexible work environment401kFlexible work environment and time-off policyTransparent cultureLearning and development opportunitiesCompany eventsFree meals
The standard OTE range for this position is $140,000 - $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.#J-18808-Ljbffr