AI Success Manager (US East Customer Hours)
Core
Lead and orchestrate successful implementations and long-term customer engagements for Glean's Work AI platform, ensuring efficient technical deployment and delivering proactive strategic guidance.
Role type
Senior Customer Success Manager (Technical Implementation)
Builds
Successful customer onboarding, adoption, and renewal of enterprise AI search and agentic capabilities.
Domain
Enterprise SaaS / Workforce AI / Knowledge Management
Deliverable
client delivery
Required skills
SaaS implementation management, project management, technical troubleshooting, cloud platform familiarity (AWS/GCP/Azure), stakeholder management, process documentation, risk management
Preferred skills
Agile/DevOps methodologies, enterprise client consulting, cross-functional collaboration, escalation management
Technologies
Glean platform, SSO, enterprise SaaS connectors, AWS, GCP, Azure
Responsibilities
Lead new customer deployments including hands-on guidance for SSO and connector setup; Own end-to-end delivery from kickoff to go-live and renewal; Create and execute joint success plans to drive adoption and business value; Develop and execute tailored project plans; Provide technical guidance and act as escalation manager; Monitor deployment progress and adoption metrics; Identify risks and drive resolution; Guide improvements for onboarding processes and playbooks.
Seniority
Mid-Senior, hands-on IC