AI Success Manager, West

Details

Glean is the Work AI platform helping organizations work smarter with AI. Its platform includes enterprise search, an AI Assistant, scalable AI agents, an Enterprise Graph, a Personal Knowledge Graph, over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs. Glean supports integrations with systems including Microsoft Teams, Zoom, ServiceNow, Zendesk, and GitHub.

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 technical implementations and long-term customer engagements, providing strategic guidance, creating and executing joint success plans and executive business reviews, and collaborating with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D.

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 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.
• Guide and document improvements to onboarding processes, playbooks, and best practices.
• Contribute actionable feedback and participate in internal 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, problem-solving, troubleshooting, consensus-building, 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 act as a trusted advisor and own escalations.
• Ability to handle ambiguity and thrive in a fast-paced environment.

Location

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

Compensation And Benefits

• Standard OTE range of $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.
• 401(k) plan contributions.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and daily healthy lunches.
• Inclusive and diverse company culture.

The interview process includes a brief AI-focused exercise or discussion covering how candidates think about, design, and use AI to drive impact. Prior Glean experience is not required.