Full-Time

Enterprise Customer Success Manager

Confirmed live in the last 24 hours

Glean

Glean

501-1,000 employees

AI-powered search tool for workplace productivity

Enterprise Software
AI & Machine Learning

Compensation Overview

$110k - $170kAnnually

+ Variable Compensation + Equity + Benefits

Mid, Senior

New York, NY, USA

Requires periodic travel and regular in-office presence.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Zendesk
Data Analysis
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, 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
  • 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
  • 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
  • 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

Glean enhances workplace productivity by providing an AI-powered search tool that works across all applications within a company. This tool utilizes deep learning-based Language Models to understand natural language queries, allowing users to find information more easily. It continuously learns from the specific language and context of a company, improving the relevance of search results without manual adjustments. In addition to the search tool, Glean offers a chat assistant that provides answers, analyses, and summaries from various company documents and communications, further increasing efficiency. Glean operates on a subscription-based model, with options for hosting that comply with client data and security policies. The goal of Glean is to streamline information retrieval and enhance engagement in the workplace.

Company Stage

Series E

Total Funding

$637.1M

Headquarters

Palo Alto, California

Founded

2019

Growth & Insights
Headcount

6 month growth

26%

1 year growth

108%

2 year growth

235%
Simplify Jobs

Simplify's Take

What believers are saying

  • Glean's expansion into Bengaluru and plans to hire 300 employees indicate strong growth and investment in global talent.
  • The appointment of industry veteran Tamar Yehoshua as President of Product and Technology suggests a strategic focus on scaling and innovation.
  • Glean's AI capabilities, such as breaking down information silos and enhancing internal search functionality, can significantly improve operational efficiency and decision-making for clients.

What critics are saying

  • The competitive landscape for AI-powered enterprise search tools is intensifying, with major players like Google and Microsoft making significant advancements.
  • The complexity of integrating AI into existing workflows and data systems can slow down adoption and impact user satisfaction.

What makes Glean unique

  • Glean's AI-powered search tool leverages deep learning-based Language Models (LLMs) to understand natural language queries, offering a more intuitive and efficient search experience compared to traditional keyword-based search engines.
  • The platform's ability to continuously learn from a company's unique language and context without manual fine-tuning sets it apart from competitors that require extensive customization.
  • Glean's chat assistant, which delivers answers, analyses, and summaries from across all company documents and conversations, enhances workplace productivity by reducing the time spent searching for information.

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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.