AI Success Manager, Central

Details

About Glean

Glean is the Work AI platform that helps everyone work smarter with AI. It provides enterprise search, an AI Assistant, and scalable AI agents on one secure, open platform, with enterprise SaaS connectors, flexible LLM choice, and robust APIs. Glean also provides capabilities based on an Enterprise Graph and Personal Knowledge Graph.

About the Role

As an AI Success Manager (AISM), you will serve as the primary post-sales point of contact, accountable for platform health. This is a hands-on role where you will lead and orchestrate successful implementations and long-term customer engagements to make customers successful. You will ensure efficient technical deployment, deliver proactive strategic guidance, and build and deliver against joint success plans and EBRs. AISMs collaborate with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.

Responsibilities

• Help customers achieve real business outcomes through the use of AI
• Serve as the primary lead on new customer deployments including hands-on guidance for setup of SSO and connectors
• Own end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations, timeline, and services budget
• Create and execute joint success plans and EBRs to drive additional adoption, deepen engagement, and result in measurable business value
• Provide overall program management
• Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams
• Provide a blend of technical guidance and strategic partnership; act as escalation manager when necessary
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics
• Proactively identify risks or blockers and drive resolution—escalating internally when appropriate
• Guide and document improvements for onboarding processes, playbooks, and best practices
• Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives

Requirements

• 3–5 years of experience in technical deployment, implementation management, technical customer success, or technical account management of SaaS products for enterprise customers
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices
• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services (certification preferred)
• Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues and building consensus around outcomes and success measures
• Strong organizational, project management, and communication abilities
• Proven experience serving enterprise clients in strategic, consultative, and tactical, hands-on roles
• Experience with process documentation, playbooks, and continuous improvement initiatives
• Solutions-oriented mindset; trusted advisor with capability to own escalations
• Capable of handling ambiguity and thriving in a fast-paced environment

Compensation & Benefits

• The standard OTE range is $120,000–$170,000 annually (compensation determined by factors such as location, level, job-related knowledge, skills, and experience). Certain roles may be eligible for variable compensation, equity, and benefits.
• Comprehensive benefits package: Medical, Vision, and Dental coverage; generous time-off policy; opportunity to contribute to your 401k plan
• Home office improvement stipend; annual education and wellness stipends
• Regular events and healthy lunches daily

Location

• This role is remote (must be located in US Central timezone)