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Customer Success Manager

4 weeks ago

Stanford, California, United States Glean Full time
About Glean

We're on a mission to revolutionize the way knowledge is accessed and utilized in the enterprise. Our platform is designed to bring together AI and knowledge, providing a seamless and intuitive experience for users. We're a team of passionate and dedicated individuals who are committed to making a meaningful impact in the world of AI and knowledge management.

Job Summary

We're seeking an experienced Customer Success Manager to join our team and help drive the success of our largest customers. As a key member of our customer success team, you will be responsible for guiding our customers through the implementation and adoption of our platform, ensuring they achieve their desired business outcomes. You will work closely with our sales, marketing, and product teams to develop and execute strategies that drive customer growth and retention.

Key Responsibilities
  • Act as the primary point of contact for a book of customers, building strong relationships and understanding their strategic objectives.
  • Conduct regular check-ins with customer stakeholders to understand progress towards goals, address questions or issues, and identify opportunities for growth.
  • Represent customer feedback to our internal stakeholders, advocating for their needs and ensuring alignment on objectives.
  • Lead the onboarding process for new customers, ensuring a smooth handoff from sales and fast time to first value.
  • Develop and execute strategies to drive customer growth and retention, including account expansion and upsell opportunities.
  • Provide training and support to customers on the effective use of our platform, ensuring they achieve their desired business outcomes.
Requirements
  • 5-7 years of experience in a similar role within a B2B SaaS company, preferably with experience working with enterprise-wide applications.
  • Proven track record of success in customer success, with a strong understanding of the needs and challenges of large enterprise customers.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify trends and opportunities for growth.
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
What We Offer
  • Competitive compensation and benefits package.
  • Opportunity to work with a cutting-edge AI and knowledge management platform.
  • Collaborative and dynamic work environment.
  • Professional development and growth opportunities.
Language

English