AI Success Manager, West

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.

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, providing technical deployment guidance, and creating and delivering 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 measurable business outcomes through AI.
• Lead new customer deployments, including hands-on guidance for SSO and connector setup.
• Own end-to-end delivery from kickoff through go-live and renewal, including expectations, timelines, and services budgets.
• Create and execute joint success plans and executive business reviews to drive adoption and engagement.
• 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 needed.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Identify risks and blockers and drive their resolution.
• Improve onboarding processes, playbooks, and best practices.
• Provide actionable feedback and participate in process and product improvement 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 skills.
• 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 own escalations.
• Ability to handle ambiguity and thrive in a fast-paced environment.

Location

• Remote; must be located in the US Pacific time zone.

Compensation And Benefits

• Standard OTE range: $140,000–$200,000 annually.
• Compensation may vary based 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 and 401(k) plan.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and healthy lunches daily.
• Inclusive and diverse company culture.

As part of the interview process, candidates complete a brief AI-focused exercise or discussion covering how they think about, design, and use AI. Prior Glean experience is not required.