AI Success Manager, Central

Details

Glean is the Work AI platform that provides enterprise search, an AI Assistant, and scalable AI agents on a secure, open platform. The platform includes more than 100 enterprise SaaS connectors, flexible LLM choice, robust APIs, and enterprise and personal knowledge graphs.

Responsibilities

• Help customers achieve measurable business outcomes through the use of AI.
• Lead new customer deployments, including hands-on guidance for setting up SSO and connectors.
• Own end-to-end delivery from kickoff through go-live and renewal, including stakeholder expectations, timelines, and services budgets.
• Create and execute joint success plans and executive business reviews to drive adoption, engagement, and business value.
• Provide overall program management.
• Develop, communicate, and execute tailored project plans.
• Facilitate collaboration across delivery, operations, and technical teams.
• Provide technical guidance and strategic partnership, acting as an escalation manager when necessary.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Identify risks and blockers proactively and drive their resolution.
• Guide and document improvements to onboarding processes, playbooks, and best practices.
• Contribute actionable feedback to continuous process and product improvements and participate in internal initiatives.

Requirements

• 3–5 years of experience in technical deployment, implementation management, technical customer success, or technical account management for SaaS products serving enterprise customers.
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
• Familiarity with cloud platforms such as AWS, GCP, or Azure and related services. Certification is preferred.
• Excellent analytical and problem-solving skills, including 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 hands-on tactical roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• Solutions-oriented mindset and the ability to act as a trusted advisor and own escalations.
• Ability to handle ambiguity and thrive in a fast-paced environment.

Work Arrangement

• Hybrid role requiring four days per week in the Nashville office.
• Candidates complete a brief AI-focused exercise or discussion during the interview process.

Compensation And Benefits

• Standard OTE range of $120,000–$170,000 annually.
• Compensation depends on factors including location, level, job-related knowledge, skills, and experience.
• Certain roles may be eligible for variable compensation, equity, and benefits.
• Medical, vision, and dental coverage.
• Generous time-off policy.
• 401(k) plan.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and healthy lunches provided daily.
• Inclusive and diverse workplace commitment.