Full-Time

Enterprise Customer Success Manager

Posted on 4/30/2024

Glean

201-500 employees

AI-powered workplace search and knowledge discovery

AI & Machine Learning

Senior

Remote in USA

Required Skills

Sales

Communications

Zendesk

Requirements

3 - 7 years in a similar role within an international / B2B SaaS company
Proven experience in Enterprise Customer Success, including track record of attaining targets
Proficiency with tooling such as CRM software, Slack, Zendesk, Metabase, Glean
Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders
Familiarity with Value Selling and ability to do deep discovery with customers
Demonstrated project management experience, including planning, execution, and stakeholder management
Detail-oriented mindset with a focus on continuous improvement and operational excellence
Live into our company values: Make it Better, Make it Together, Make it Customer Driven
Ability to travel periodically and be in the office regularly

Responsibilities

Serve as the primary point of contact and trusted advisor for a select book of customers at Glean
Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives
Lead the onboarding process for new Enterprise customers, ensure a smooth handoff from Sales and fast time to first value
Develop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime value
Own and report on key performance indicators such as Retention, Healthscore, Active Users, Multithreading, EBRs, and more

About Glean

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.

We’re backed by some of the Valley’s leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

What you will do and achieve:

Relationship Management

Serve as the primary point of contact and trusted advisor for a select book of customers at Glean, build solid relationships, and understand their business issues to be solved by Glean
Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives
Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives

Onboarding and Adoption

Lead the onboarding process for new Enterprise customers, ensure a smooth handoff from Sales and fast time to first value
Leverage templates to create a consistent customer journey, iterate on templates as you learn from each customer experience helping the entire team mature
Represent customer questions and feedback during this phase to our internal partners
Provide training and cover all adoption levers with all customers, coaching each customer on how to leverage Glean’s suite of products best

Account Growth and Expansion

Comfortably do discovery into your customers’ needs, uncovering upsell opportunities within your account book and flagging when there is risk
Develop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime value
Represent customer feedback to R&D teams, advocate for feature requests as needed

Performance Tracking

Own and report on your key performance indicators such as Retention, Healthscore, Active Users, Multithreading, EBRs, and more
Track progress against customer’s goals and objectives, ensure that we’re matching all adoption levers to their priorities, and report progress to Glean internal stakeholders
Identify trends, patterns, and areas for improvement based on your customer feedback

Minimum REQUIRED Knowledge, Skills, and Abilities:

3 - 7 years in a similar role within an international / B2B SaaS company
Proven experience in Enterprise Customer Success, including track record of attaining targets
Proficiency with tooling such as CRM software, Slack, Zendesk, Metabase, Glean
Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders
Familiarity with Value Selling and ability to do deep discovery with customers
Demonstrated project management experience, including planning, execution, and stakeholder management
Detail-oriented mindset with a focus on continuous improvement and operational excellence
Live into our company values: Make it Better, Make it Together, Make it Customer Driven
Ability to travel periodically and be in the office regularly

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We’re committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

#LI-Remote

Glean

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Glean specializes in an AI-powered workplace search and knowledge discovery, applying generative AI and deep learning-based large language models to enhance semantic understanding of natural language queries. This specialization allows the company to continuously adapt and personalize search results for each user, fostering an environment of efficient knowledge management. Working here provides the opportunity to be at the forefront of AI technology while contributing to a culture that values continuous learning and tailored solutions.

Company Stage

Series D

Total Funding

$355.3M

Headquarters

Palo Alto, California

Founded

2019

Growth & Insights

Headcount

6 month growth

↑ 53%

1 year growth

↑ 105%

2 year growth

↑ 300%

Benefits

Healthcare - Happy and healthy go together. We cover medical, dental, and vision for you and yours.

Competitive compensation - Have a real stake in your job and your future with competitive stock options.

401(k) - We make it easy to save for the future today by contributing to a 401k.

Flexible work - We work 3 days a week in the office, though we believe in folks working where they can be most effective.

Company events - We work hard and play hard - from weekly happy hours to our annual company retreat.

Unlimited PTO - Flexible hours, PTO, company-wide summer and winter break shutdown

Transparent culture - By default we keep things open and accessible so we can make better decisions together, faster.

Learning and development - We offer a learning stipend to help you grow and achieve your goals.

Free meals - With lunch and dinner options every day, no need to work while you’re hungry.