Senior Customer Success Strategist

2 weeks ago

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

At Glean, we are dedicated to enhancing the efficiency and humanity of knowledge work. Our vision is that AI will revolutionize the way individuals collaborate and perform tasks. In this future, everyone will partner with advanced AI assistants that locate, create, and synthesize information, allowing them to concentrate on more strategic and creative endeavors.
Our platform serves as a vital link between AI and organizational knowledge, aggregating all company information, comprehending it deeply, delivering superior search relevance, and connecting it to generative AI agents and applications.

Founded by a team of experienced engineers from Google and Facebook, Glean addresses a critical need in the enterprise sector with our technical expertise and enthusiasm for AI. Our diverse team is composed of innovative and inquisitive individuals who support one another in achieving significant goals, enabling other teams to do the same.
We are supported by prominent venture capital firms, including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst, and our leadership team boasts extensive experience from industry leaders such as Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, and Palantir.

Your Role and Responsibilities:

As a Senior Customer Success Strategist, you will play a crucial role in guiding some of Glean's most significant clients towards achieving their business objectives using our platform. You will directly contribute to the realization of generative AI within the enterprise landscape.

Relationship Management
  • Act as the primary liaison and advocate for a portfolio of clients, fostering strong relationships and identifying how Glean can assist them in meeting their specific business goals.
  • Conduct regular engagement sessions with various customer stakeholders to monitor progress, address inquiries or challenges, and understand their strategic aims.
  • Serve as the customer’s voice within our organization, identifying and managing risks, advocating for their needs, and ensuring alignment on objectives.
Onboarding and Adoption
  • Oversee the onboarding journey for new major clients, ensuring a seamless transition from Sales and a swift realization of value.
  • Utilize templates to establish a consistent customer experience, refining them based on insights gained from each engagement.
  • Represent customer inquiries and feedback to our internal teams.
  • Deliver training and cover all adoption strategies with clients, guiding them on how to maximize the use of Glean's product suite.
Account Growth, Expansion, and Risk Management
  • Conduct thorough discovery sessions to understand client needs, uncovering opportunities for upselling or identifying potential risks.
  • Collaborate with Sales colleagues to develop strategies for account expansion, driving revenue growth and enhancing customer lifetime value.
  • Communicate customer feedback to R&D teams, advocating for necessary feature enhancements.
Performance Monitoring
  • Take ownership of key performance indicators such as retention rates, Healthscore, Active Users, Multithreading, and Executive Business Reviews.
  • Monitor progress against client goals and objectives, ensuring alignment of Glean's adoption strategies with their priorities, and reporting findings to internal stakeholders.
  • Identify trends, patterns, and areas for improvement based on customer feedback.
Essential Qualifications:
  • 5-7 years of experience in a similar capacity within a B2B SaaS environment, preferably with experience in customer success for enterprise-level applications.
  • Demonstrated experience working with large enterprise clients, with a proven track record of meeting and exceeding targets.
  • Interest in generative AI applications for knowledge workers at an enterprise scale.
  • Familiarity with tools such as CRM software, Slack, Zendesk, Metabase, and Glean.
  • Exceptional communication skills, both written and verbal, with the ability to effectively engage with clients and internal teams.
  • Understanding of Value Selling and capability to conduct in-depth discovery with clients.
  • Proven project management skills, including planning, execution, and stakeholder engagement.
  • Detail-oriented approach with a commitment to continuous improvement and operational excellence, along with curiosity and determination.
  • Embody our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen.
  • Willingness to travel occasionally and maintain a regular office presence.
Benefits
  • Competitive salary package.
  • Comprehensive medical, vision, and dental coverage.
  • Flexible work environment and time-off policy.
  • 401k retirement plan.
  • Company-sponsored events.
  • Home office improvement stipend upon joining.
  • Annual education allowance.
  • Wellness stipend.
  • Daily provision of healthy lunches and dinners.
We are committed to fostering a diverse and inclusive workplace, welcoming individuals from all backgrounds and ensuring equal opportunities for all.

  • Client Success Strategist

    2 weeks ago

    New York, New York, United States HYRO Inc Full time

    Join Our Team as a Client Success StrategistAt Hyro, a pioneering conversational AI platform in the healthcare sector, we empower organizations to streamline workflows and enhance interactions across various channels, including call centers, websites, SMS, and mobile applications. Our innovative solutions are trusted by leading enterprises to reclaim...

  • Lead Customer Success Strategist

    2 weeks ago

    New York, New York, United States Contentful Inc Full time

    About the RoleAs a Lead Customer Success Strategist at Contentful, you will engage directly with our clients to ensure they derive maximum value from our platform while providing an exceptional customer journey as their trusted consultant. Your mission will be to assist clients in achieving their technical and business objectives, fostering retention and...

  • Senior Marketing Strategist

    2 weeks ago

    New York, New York, United States Onward Search Full time

    Job Title: Senior Digital StrategistAbout Onward Search: Onward Search is a leading digital recruitment agency that connects top talent with innovative companies.Job Description:We are seeking a highly skilled Senior Digital Strategist to join our team at a Digital Tech Agency. As a key member of the team, you will be responsible for developing and executing...

  • Lead Client Success Strategist

    2 weeks ago

    New York, New York, United States Global-e Full time

    About Global-e:Global-e (Nasdaq: GLBE) stands as the premier platform dedicated to facilitating and accelerating global, direct-to-consumer cross-border e-commerce expansion. Our mission is to simplify international selling, making it as seamless as domestic transactions for numerous retailers and brands worldwide.Position Overview:We are in search of a Lead...

  • Lead Customer Success Strategist

    1 week ago

    New York, New York, United States Optimize Partners Full time

    About Optimize Partners: Optimize Partners is a dynamic B2B SaaS organization focused on enhancing business processes through innovative software solutions. We are on the lookout for a Senior Customer Success Manager to enhance our team. Position Overview: As a Senior Customer Success Manager, you will be pivotal in ensuring our enterprise clients derive...

  • Lead Customer Success Strategist

    2 weeks ago

    New York, New York, United States The Ladders Full time

    Role Overview: The Senior Customer Success Manager is pivotal in guiding clients towards realizing their strategic objectives and optimizing the value derived from their investment in The Ladders. This position entails close collaboration with clients to forge robust strategic alliances, promote adoption initiatives, demonstrate technical best practices, and...

  • Lead Customer Success Strategist

    2 weeks ago

    New York, New York, United States The Ladders Full time

    Role Overview: The Senior Customer Success Manager is pivotal in guiding clients towards achieving their strategic objectives and optimizing the value derived from their investment in The Ladders. This position emphasizes the importance of building robust strategic partnerships, promoting user engagement, demonstrating technical best practices, and nurturing...

  • Lead Customer Success Strategist

    1 week ago

    New York, New York, United States Nosto Full time

    Job OverviewAbout Nosto:Nosto is a prominent player in the e-commerce sector, dedicated to enhancing the relevance of every customer interaction. We partner with notable brands, utilizing advanced behavioral insights, machine learning, and seamless integrations to deliver personalized shopping experiences at scale.Opportunity Highlights:We are seeking a...

  • Customer Engagement Strategist

    7 days ago

    New York, New York, United States Carrier Full time

    About This RoleWe are seeking a highly skilled Customer Engagement Strategist to join our team at Carrier. As a key member of our Commercial Service business, you will play a critical role in maximizing Carrier's contribution to our customers' success.The ideal candidate will have a strong background in business development and account management, with a...

  • Lead Customer Success Strategist

    2 weeks ago

    New York, New York, United States Nosto Full time

    Job OverviewAbout Nosto:Nosto is dedicated to transforming every interaction into a meaningful experience. As a prominent player in the rapidly expanding e-commerce sector, we collaborate with exceptional brands.Leveraging advanced behavioral insights, seamless integrations, machine-learning capabilities, and automated processes, the Nosto Commerce...

  • Senior Tax Strategist

    2 weeks ago

    New York, New York, United States The Execu|Search Group Full time

    A leading professional services organization is seeking a seasoned Tax expert for a pivotal role as a Senior Tax Strategist. This position is integral to the firm’s expansion and focuses on delivering exceptional services to affluent clients, including executives from various industries.Key ResponsibilitiesThe Senior Tax Strategist will:Provide expert tax...

  • Client Success Strategist

    1 week ago

    New York, New York, United States Fireblocks Full time

    The realm of digital assets is evolving rapidly, presenting new opportunities for harnessing blockchain technology. Fireblocks' platform and ecosystem offer the most straightforward and secure method for organizations to engage with digital assets, trusted by major financial institutions, globally recognized brands, and Web3 companies worldwide. The Client...

  • Senior Macro Investment Strategist

    2 weeks ago

    New York, New York, United States J K Barnes Full time

    Company Overview: J K Barnes is a leading hedge fund focused on innovative investment strategies in the global financial markets.Position Summary: We are seeking a talented and experienced Senior Macro Investment Strategist to join our dynamic team. This role is essential for supporting our Portfolio Manager based in Hong Kong, as we expand our operations in...

  • Lead Customer Success Strategist

    1 week ago

    New York, New York, United States Nosto Full time

    Job OverviewAbout Nosto:Nosto is a pioneering force in the e-commerce sector, dedicated to enhancing the relevance of every customer interaction. We proudly partner with renowned brands such as Chubbies, Princess Polly, Lord & Taylor, and FIGS.Our Nosto Commerce Experience Platform leverages advanced behavioral analytics, seamless integrations, and...

  • Customer Success Strategist

    5 days ago

    New York, New York, United States Jobs for Humanity Full time

    About the OpportunityAs a Customer Success Manager at Jobs for Humanity, you will work directly with our customers in your region, to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor.You will help our customers achieve their business goals by providing expert guidance on how to leverage our...

  • Senior Client Success Strategist

    2 weeks ago

    New York, New York, United States Spring Health Full time

    Position OverviewOur Vision: To dismantle every obstacle to mental wellness.At Spring Health, we are dedicated to transforming mental health services by eliminating barriers that hinder individuals from receiving timely assistance. Our scientifically validated platform, Precision Mental Healthcare, enables us to provide tailored care—whether through...

  • Senior Investment Strategist

    7 days ago

    New York, New York, United States NFP Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Investment Strategist to join our elite team at NFP. As a key member of our Investment Team, you will be instrumental in shaping our investment strategies and have immediate exposure to top-tier external investment managers, internal investment expertise, senior management, and advisors and...

  • Senior Strategist, Talent Research

    2 months ago

    New York, New York, United States Amazon Services LLC Full time

    We're seeking a Talent Intelligence Strategist to partner with Talent Acquisition (TA) to drive location and talent/hiring strategies globally.The Talent Intelligence Strategist will enable the TA teams across regions to support business growth by enabling market intelligence and site strategy research.The role plays a critical part in building and growing...

  • Customer Success Strategist

    2 weeks ago

    New York, New York, United States Synthesia Full time

    Welcome to the era of video communication In today's world, where visual content is preferred over text, we at Synthesia are on a mission to revolutionize how organizations communicate. Our AI-driven video platform simplifies the production of high-quality videos, enabling users of all skill levels to create, collaborate, and share impactful content...

  • Lead Customer Success Strategist

    1 week ago

    New York, New York, United States Hygraph Full time

    Impact You Will HaveAs our Senior Customer Success Manager, you will act as the main liaison and project coordinator for our clients in the North American region, assisting them in reaching their technical and business objectives while fostering retention and growth through our offerings. You will cultivate personal connections with various stakeholders...