Enterprise Customer Success Manager

4 weeks ago

Stanford, California, United States Glean Full time
About Glean

We're on a mission to revolutionize the way businesses work with knowledge. Our platform is designed to bring together AI and knowledge, providing a seamless experience for companies to achieve their goals.

As a key member of our team, you'll play a crucial role in guiding our largest customers to success. You'll be responsible for building strong relationships, understanding their needs, and providing tailored solutions to drive business outcomes.

Key Responsibilities
  • Act as the primary point of contact for a book of customers, building trust and understanding their strategic objectives.
  • Conduct regular check-ins to understand progress towards goals, address questions or issues, and ensure alignment on objectives.
  • Represent customer feedback to internal stakeholders, advocating for their needs and ensuring alignment on objectives.
Onboarding and Adoption
  • Lead the onboarding process for new customers, ensuring a smooth handoff from Sales and fast time to first value.
  • Leverage templates to create a consistent customer journey, iterating on templates as you learn from each customer experience.
  • Represent customer questions and feedback to internal partners, providing training and coaching on how to leverage Glean's suite of products.
Account Growth, Expansion, and Risk
  • 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, advocating for feature requests as needed.
Performance Tracking
  • Own and report on key performance indicators such as retention, Healthscore, Active Users, Multithreading, EBRs, and more.
  • Track progress against customer goals and objectives, ensuring alignment on objectives and reporting progress to internal stakeholders.
  • Identify trends, patterns, and areas for improvement based on customer feedback.
Requirements
  • 5-7 years+ experience in a similar role within a B2B SaaS company, preferably with 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.
  • Ability to travel periodically and be in the office regularly.
What We Offer
  • 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.

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