AI Success Manager, East

Details

About Glean

Glean is a Work AI platform that helps organizations work smarter with AI. Its platform includes enterprise search, an AI Assistant, scalable AI agents, more than 100 enterprise SaaS connectors, flexible LLM choice, robust APIs, and Enterprise and Personal Knowledge Graphs. Glean's platform supports secure, personalized, and context-aware AI experiences across enterprise data and applications.

Role Description

As an AI Success Manager (AISM), you will serve as the primary post-sales point of contact and be accountable for platform health. This hands-on role involves leading and orchestrating customer implementations and long-term engagements, ensuring efficient technical deployment, providing proactive strategic guidance, and creating and delivering joint success plans and executive business reviews (EBRs). You will collaborate with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.

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, ensuring clarity around expectations, timelines, and services budgets.
• Create and execute joint success plans and EBRs to drive adoption, deepen engagement, and demonstrate business value.
• Provide overall program management.
• Develop, communicate, and execute tailored project plans.
• Facilitate cross-functional 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, escalating internally when appropriate.
• Guide and document improvements to onboarding processes, playbooks, and best practices.
• Contribute to process and product improvements through actionable feedback and participation in internal initiatives.

Requirements

• 3–5 years of experience in technical deployment, implementation management, technical customer success, or technical account management for enterprise SaaS products.
• 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 the ability to troubleshoot technical issues and build consensus around outcomes and success measures.
• Strong organizational, project management, and communication abilities.
• Proven experience serving enterprise clients in strategic, consultative, and hands-on roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• A 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.

Location

• Hybrid role requiring four days per week in the New York City office.

Compensation And Benefits

• Standard OTE range of $140,000–$200,000 annually.
• Variable compensation, equity, and benefits may be available depending on the role.
• 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 daily lunches.
• Inclusive and diverse workplace culture.

Interview Process

Candidates complete a brief AI-focused exercise or discussion to demonstrate how they think about, design, and use AI to drive impact. Prior Glean experience is not required.