AI Success Manager, West

Details

About Glean

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business.

Responsibilities

• Lead and orchestrate successful implementations and long-term customer engagements to ensure customer success.
• Serve as the primary lead on new customer deployments, including hands-on guidance for setup of SSO and connectors.
• Own end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on stakeholder expectations, timelines, and services budget.
• Create and execute joint success plans that drive adoption, deepen engagement, and deliver measurable business value.
• Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
• Provide a blend of technical guidance and strategic partnership; act as escalation manager when necessary.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Proactively identify risks or blockers and drive resolution, escalating internally when appropriate.
• Guide and document improvements for onboarding processes, playbooks, and best practices.
• Contribute actionable feedback and participate in internal initiatives to improve processes and products.

Requirements

• 3+ years of experience in technical deployment, implementation management, or technical account management of SaaS products.
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
• Must hold one of the following certifications: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.
• Excellent analytical and problem-solving skills, with focus on troubleshooting technical issues and building consensus around outcomes and success measures.
• Strong organizational, project management, and communication abilities.
• Proven experience serving enterprise clients in both strategic/consultative and tactical/hands-on roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• Solutions-oriented mindset; trusted advisor with capability to own escalations.
• Capable of handling ambiguity and thriving in a fast-paced environment.

Location

This role is remote; candidates must be located in the US Pacific time zone.

Compensation & Benefits

• The standard OTE range for this position is $140,000 - $200,000 annually. Compensation offered will be determined by factors such as 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 policy, 401(k) plan eligibility, a home office improvement stipend, annual education and wellness stipends, regular company events, and daily lunches for on-site occasions.

AI-First Mindset and Interview Note

AI fluency is core to how Glean works. As part of the interview process, candidates will complete a brief AI-focused exercise or discussion to demonstrate how they design and use AI to drive impact in their role.

Privacy & Legal Notices

Depending on your location, GDPR, CCPA, or other privacy laws may regulate how applicant data is managed. US applicants and their applications are subject to arbitration of disputes as outlined in the Applicant Arbitration Agreement.