Enterprise Customer Success Manager
Glean
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.
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 customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers
- Track and manage 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
- Provide first response and technical troubleshooting of customer issues as needed
Interpersonal skills
- Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute implementation of customer projects including configuration and customization with 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 a huge plus
Key Knowledge and Skills
- Problem solving: problem solving skills including ability to troubleshoot and isolate issues to their root cause
- Ability to successfully manage customers at scale; interest or experience in a Digital Led motion is a huge plus
- Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project 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 with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.
Education
- Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.
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 $70,000 - $140,000 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.