AI Success Manager, West

Details

Glean is the Work AI platform that helps organizations work smarter with AI through 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.

As an AI Success Manager, you will serve as the primary post-sales point of contact and be accountable for platform health. This hands-on role involves leading successful implementations and long-term customer engagements, ensuring efficient technical deployment, delivering strategic guidance, and creating and executing joint success plans and executive business reviews. You will collaborate 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, ensuring clarity around expectations, timelines, and services budgets.
• Create and execute joint success plans and executive business reviews to drive adoption, deepen engagement, and deliver measurable 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, 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 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.

Location and Work Policy

This is a hybrid role requiring four days per week in either the San Francisco or Mountain View office.

Compensation and Benefits

The standard OTE range is $140,000–$200,000 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.

Benefits include Medical, Vision, and Dental coverage, generous time off, a 401(k) plan, a home office improvement stipend, annual education and wellness stipends, regular company events, and healthy lunches daily.

Glean is committed to an inclusive and diverse workplace and does not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

Interview Process

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