Demo

Enterprise Customer Success Manager

Glean
New York, NY Full Time
POSTED ON 1/25/2025
AVAILABLE BEFORE 3/24/2025
About Glean

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same. 

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

What you will do and achieve:

Relationship Management
  • Serve as the primary point of contact and trusted advisor for a select book of customers at Glean, build solid relationships, and understand their business issues to be solved by Glean
  • 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, 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, ensure 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 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, ensure 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
Minimum REQUIRED Knowledge, Skills, and Abilities:
  • 3 - 7 years in a similar role within an international / B2B SaaS company
  • Proven experience in Enterprise Customer Success, including 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
  • Live into our company values: Make it Better, Make it Together, Make it Customer Driven
  • Ability to travel periodically and be in the office regularly
Benefits
  • 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

The standard OTE range for this position is $110,000 - $170,000 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.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

Salary : $110,000 - $170,000

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Enterprise Customer Success Manager?

Sign up to receive alerts about other jobs on the Enterprise Customer Success Manager career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$116,701 - $167,565
Income Estimation: 
$167,342 - $223,677
Income Estimation: 
$116,701 - $167,565
Income Estimation: 
$167,342 - $223,677
Income Estimation: 
$57,850 - $72,570
Income Estimation: 
$71,707 - $95,010
Income Estimation: 
$71,707 - $95,010
Income Estimation: 
$91,832 - $124,033
Income Estimation: 
$91,832 - $124,033
Income Estimation: 
$120,962 - $160,848

Sign up to receive alerts about other jobs with skills like those required for the Enterprise Customer Success Manager.

Click the checkbox next to the jobs that you are interested in.

  • Cross-Functional Integration Skill

    • Income Estimation: $117,597 - $171,103
    • Income Estimation: $121,943 - $156,754
  • Customer Engagement Skill

    • Income Estimation: $132,493 - $218,914
    • Income Estimation: $135,198 - $184,326
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Glean

Glean
Hired Organization Address Chicago, IL Full Time
About Glean We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally tran...
Glean
Hired Organization Address New York, NY Full Time
About Glean We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally tran...
Glean
Hired Organization Address Palo Alto, CA Full Time
About Glean We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally tran...
Glean
Hired Organization Address Palo Alto, CA Full Time
About Glean We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally tran...

Not the job you're looking for? Here are some other Enterprise Customer Success Manager jobs in the New York, NY area that may be a better fit.

Customer Success Manager, Enterprise

MaestroQA, New York, NY

AI Assistant is available now!

Feel free to start your new journey!