AI Success Manager, East

Details

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

The AI Success Manager (AISM) serves as the primary post-sales point of contact and is accountable for platform health. This hands-on role leads and orchestrates customer implementations and long-term engagements, ensuring efficient technical deployment, strategic guidance, joint success planning, and executive business reviews. The AISM collaborates with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.

Responsibilities

• Help customers achieve 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 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 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 continuous process and product improvements through actionable feedback and 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 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 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.

Compensation And Benefits

• Standard OTE range of $140,000–$200,000 annually.
• Compensation depends on 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 daily.
• Inclusive and diverse workplace.

An AI-focused exercise or discussion is included in the interview process. Prior Glean experience is not required.