Enterprise Customer Success Manager

2 weeks ago

New York, New York, United States Glean Full time
About Glean

We're on a mission to revolutionize the way businesses work with knowledge. Our vision is to create a future where AI and humans collaborate seamlessly to drive innovation and growth. At Glean, we believe that AI will fundamentally transform the way companies operate, and we're building a platform to make that vision a reality.

Our platform is designed to bring all of a company's knowledge together, understand it at a deep level, and provide industry-leading search relevance. We're connecting AI and knowledge to help businesses make better decisions, faster.

What You'll Do

As an Enterprise Customer Success Manager at Glean, you'll play a critical role in guiding our largest customers to achieve their business outcomes. You'll be the primary point of contact for a book of customers, building strong relationships and understanding how Glean can help them achieve their specific goals.

Key Responsibilities
  • Relationship Management
    • Serve as the primary point of contact and advocate for a book of customers, building solid relationships and understanding how Glean can help your customers achieve specific business objectives.
    • Conduct regular check-ins with multiple customer stakeholders to understand progress towards goals, 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.
  • Onboarding and Adoption
    • Lead the onboarding process for new Enterprise customers, ensuring 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 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.
  • Account Growth, Expansion, and Risk
    • Comfortably conduct discovery to understand customer needs, uncovering upsell opportunities within your account book or flagging 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.
  • Performance Tracking
    • 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 Glean adoption levers to their priorities, and report progress to internal stakeholders.
    • Identify trends, patterns, and areas for improvement based on your customer feedback.
Requirements
  • 5-7 years+ in a similar role within a B2B SaaS company. Preferably CSM experience with enterprise-wide applications.
  • Proven experience working with larger enterprise customers, including a track record of attaining and exceeding targets.
  • Interest in generative AI for knowledge workers at Enterprise scale.
  • 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. Curiosity and grit.
  • Live into our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen.
  • Ability to travel periodically and be in the office regularly.
What We Offer

We're committed to creating a diverse and inclusive work environment. We offer a competitive compensation package, including medical, vision, and dental coverage, flexible work environment, and time-off policy, 401k, company events, home office improvement stipend, annual education stipend, wellness stipend, and healthy lunches and dinners provided daily.

The standard OTE range for this position is $140,000 - $190,000 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.

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