Enterprise Customer Success Manager
Posted on 7/19/2023

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.
Palo Alto, CA, USA
Experience Level
Desired Skills
Google Cloud Platform
Microsoft Azure
Sales & Account Management
Customer Success & Support
  • 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
  • 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