Enterprise Customer Success Manager @ Glean

Enterprise Customer Success Manager

Posted on 7/19/2023

INACTIVE

51-200 employees

Enterprise search & knowledge management software

Company Overview

At Glean, their mission is to empower more than a million learners with the confidence and ability to build useful knowledge.

Locations

Palo Alto, CA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

AWS

Google Cloud Platform

Management

Microsoft Azure

Communications

CategoriesNew

Sales & Account Management

Customer Success & Support

Requirements

5-8 years of industry experience
Bachelor's Degree with 3-5 years of industry experience or Masters with at least 1 year of industry experience
Communication: professional presentation and interaction skills with both customers and internal teams
Stakeholder alignment: ability to assess the organizational structure of customers to successfully drive value
Project planning: plan and ensure execution of customer projects including launch prep and partnering with Solution Engineering on configuration and customization of integrations to SaaS-based systems
Self-motivated: proactive approach to delivering service to customers
Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
CSM Experience in a product-led company is a huge plus
Ability to assess customer use cases and provide suggestions leveraging the product to address their needs
Experience in at least one of the following disciplines: Customer Success Management, Professional Services, Technical Project Management, Account Management
Nice to have experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
Intermediate knowledge of Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure

Responsibilities

Working with your Field counterparts, co-own the relationship with your assigned customers from launch through their lifetime with Glean - focusing on long-term adoption & success while Field owns revenue responsibilities
Build and cultivate consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers
Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly
Effectively represent your customers in driving product development for new integrations and features
Work effectively with teams across Glean on customer feedback, issues and requests
Build training materials and conduct training & enablement sessions for customer champions, trainers and end users
Build and maintain success plans amongst key stakeholders within Glean and at the customer
Run and maintain regular cadence calls and Executive Business Reviews (EBR's) with customers
Assist in building processes & assets that enable Glean to scale Customer Success

About Glean

We’re on a mission to bring people the knowledge they need to make a difference in the world.

Glean was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.

Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. 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.

Role

Glean is looking for a talented Enterprise Customer Success Manager to join our rapidly expanding, venture-backed startup, to support and grow our largest & most strategic customers.

As the Enterprise CSM you will partner with the Field team and customer to drive a successful launch, then own user & feature adoption, and manage the long-term relationship by becoming their trusted Glean advisor. You will work with executive stakeholders and champions at our customers providing the highest level of service - this team lives and breathes our company value “customer obsessed”.

What you will do and achieve

Working with your Field counterparts, co-own the relationship with your assigned customers from launch through their lifetime with Glean - focusing on long-term adoption & success while Field owns revenue responsibilities
Build and cultivate consultative customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers
Track and monitor all customer issues and requests through resolution, ensuring customers are updated regularly
Effectively represent your customers in driving product development for new integrations and features
Work effectively with teams across Glean on customer feedback, issues and requests
Build training materials and conduct training & enablement sessions for customer champions, trainers and end users
Build and maintain success plans amongst key stakeholders within Glean and at the customer
Run and maintain regular cadence calls and Executive Business Reviews (EBR’s) with customers
Assist in building processes & assets that enable Glean to scale Customer Success

Who you are

5-8 years of industry experience
Bachelor’s Degree with 3-5 years of industry experience or Masters with at least 1 year of industry experience
Communication: professional presentation and interaction skills with both customers and internal teams
Stakeholder alignment: ability to assess the organizational structure of customers to successfully drive value
Project planning: plan and ensure execution of customer projects including launch prep and partnering with Solution Engineering on configuration and customization of integrations to SaaS-based systems
Self-motivated: proactive approach to delivering service to customers
Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
CSM Experience in a product-led company is a huge plus

Key knowledge and skills

Ability to assess customer use cases and provide suggestions leveraging the product to address their needs
Experience in at least one of the following disciplines: Customer Success Management, Professional Services, Technical Project Management, Account Management
Nice to have experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
Intermediate knowledge of Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.

Benefits

Competitive compensation
Healthcare
Flexible work environment
401k
Unlimited PTO
Transparent culture
Learning and development opportunities
Company events
Free meals

The standard OTE range for this position is $140,000 - $190,000 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.

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.