Manager, Customer Success

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.

 

About the Role

We are seeking a dynamic leader to manage a team of Customer Success Managers. This individual will be responsible for leading customer success execution to ensure that our customers achieve their desired business outcomes with Glean. They will lead a team of Customer Success Managers (CSMs), develop strategies and own execution to drive adoption, retention, account growth and enhance customer experience. This role requires a strategic thinker with strong leadership and operational execution skills, and a proven track record of working with customers. This role reports to the VP, Customer Success. 

Key Responsibilities:

1. Team Leadership and Management:

• • Recruit, hire and onboard exceptional Customer Success Managers
  • Lead, mentor, and manage a high-performing team of Customer Success Managers to ensure they are meeting performance goals and providing exceptional experience to our customers.
  • Foster a culture of high performance, continuous improvement and customer centricity.
  • Conduct regular performance reviews and provide feedback to team members to support their professional growth.

2. Strategic Planning and Execution:

• • Develop and implement customer success strategies and best practices to improve retention, growth and customer experience.
  • Work closely with CSMs on the team to drive operational execution of customer success strategies, playbooks, success plans etc.
  • Partner with the operations team to build out systems and processes that enable us to scale and deliver customer success efficiently. 
  • Monitor and analyze customer data and metrics to identify trends, opportunities and areas for continuous improvement.
  • Stay up-to-date with industry trends and best practices to continuously improve the customer success function.

3. Customers Relationship Management:

• • Manage the customer onboarding process to ensure a rapid time-to-value.
  • Participate in strategic account reviews, EBRs / QBRs and provide insights to enable value realization.
  • Build relationships with key champions and Executive stakeholders at customers. 
  • Act as the primary point of contact for escalated customer issues and ensure timely resolution.
  • Gather customer feedback and use it to drive continuous improvement.

4. Performance Tracking and Reporting:

• • Track key metrics and performance indicators (KPIs) to measure performance including GRR, NDR, Adoption metrics such as Monthly Active Users (MAU), value realization etc.
  • Provide regular reports on customer success metrics and KPIs.
  • Monitor account health for customers in the book of business. Work with individual CSMs on the team to take proactive action to mitigate risks and issues.

5. Cross-functional collaboration:

• • Partner with the Sales team for effective account transitions. 
  • Work closely with Consulting Services, Support and R&D, to ensure seamless customer experience.
  • Consolidate customer feedback and share prioritized feature requests with R&D teams to ensure we are making our customers successful.

• Competitive compensation
• Medical, Vision and Dental coverage
• Flexible work environment and time-off policy
• 401k
• Company events
• A home office improvement stipend when you first join
• Annual education stipend
• Wellness stipend
• Healthy lunches and dinners provided daily 

The standard OTE range for this position is $200,000 - $250,000 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.