Enterprise Customer Success Manager

3 days ago

Stanford, California, 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 world where AI and knowledge work in harmony, freeing people to focus on high-level, creative tasks.

We're building a platform that connects AI and knowledge, bringing together a company's entire knowledge base, understanding it at a deep level, and providing industry-leading search relevance. Our platform is the connective tissue between AI and knowledge, making it possible for businesses to unlock new levels of productivity and innovation.

Glean was founded by a team of seasoned engineers who saw a need in the enterprise space for their technical expertise and passion for AI. We're a diverse team of curious and creative people who are passionate about helping businesses succeed.

What You'll Do

As an Enterprise Customer Success Manager at Glean, you'll be responsible for building and maintaining strong relationships with our customers. You'll be the primary point of contact for a select group of customers, working closely with them to understand their business needs and goals.

Key Responsibilities

  • Relationship Management
    • Build and maintain strong relationships with customers, understanding their business needs and goals.
    • Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives.
    • Act as the voice of the customer to our internal stakeholders, 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, iterating on templates as you learn from each customer experience and helping the entire team mature.
    • Represent customer questions and feedback during this phase 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 and Expansion
    • Comfortably do discovery into your customers' needs, uncovering upsell opportunities within your account book and flagging when there is 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, ensuring that we're matching all adoption levers to their priorities, and report progress to Glean internal stakeholders.
    • Identify trends, patterns, and areas for improvement based on your customer feedback.

Requirements

  • 3-7 years of experience in a similar role within an international/B2B SaaS company.
  • Proven experience in Enterprise Customer Success, including a track record of attaining targets.
  • 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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