Manager, AI Success

Glean; Mountain View (CA); Hybrid; USD 210.000 - 250.000; Vollzeit

Benefits dieser Stelle

Medical, Vision, and Dental coverage

401k plan

Home office improvement stipend

Annual education stipend

Wellness stipend

Healthy lunches daily

Zusammenfassung

Glean, the Work AI platform, seeks a leader for its AI Success Management (AISM) team in Mountain View. The AI Success team drives deployments, proactive program management, and measurable value realization from kickoff through go-live and growth.

You will lead a team of AI Success Managers, set prescriptive playbooks, and partner across Sales, Solution Architects, AI Outcomes, Support, and R&D to ensure reliable launches and long-term customer success.

Qualifikationen

• 6+ years in customer-facing delivery or related enterprise SaaS roles.
• 2+ years leading delivery or customer success teams.
• Experience with SDLC and Agile/DevOps practices.
• Proven ability to build playbooks and standardize processes.
• Executive presence with clear cross-functional communication.
• Analytical, systems-thinking mindset; strong KPI focus.
• Cloud fluency with AWS, Azure, or GCP; relevant certs are a plus.

Aufgaben

• Lead and mentor a team of AI Success Managers; own team performance and career development.
• Create prescriptive delivery playbooks, templates, and standards (SSO, data, connectors, readiness gates).
• Oversee end-to-end delivery governance across accounts (kickoff to renewal).
• Set and report portfolio KPIs and drive continuous improvement.
• Collaborate with Sales, Solution Architects, AI Outcomes, Support, and R&D for seamless journeys.
• Engage executives and customer leads to align goals and measurable outcomes.
• Feed field feedback to product roadmap and deployment tooling.
• Raise the delivery bar by improving onboarding, docs, and tooling.

Kenntnisse

Customer delivery

Team leadership

Agile/DevOps

Playbooks

Executive presence

Systems thinking

Cloud skills

Tools

SSO configuration

Connectors

Jobbeschreibung

About Glean

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full‑scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock‑in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context‑aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real‑time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.

Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI‑fluent, and turning the superintelligent enterprise from concept into reality.

If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more. You'll be deeply embedded where people get things done. You'll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.

About The Role

Glean is seeking an additional leader of our AISM (AI Success Management) team. The AI Success team is accountable for a customer’s deployment of the Glean platform. They lead efficient technical deployments, proactive program management, and measurable value realization for customers—from kickoff through go‑live and growth. AISMs partner closely with Sales, Solution Architects, AI Outcomes, Support, and R&D to deliver reliable launches and long‑term success.

You Will

• Lead, grow, and mentor a team of AI Success Managers; own team performance, operating rhythms, and career development.
• Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high‑quality deployments at scale.
• Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, handoff, and renewal‑readiness, including proactive risk management and escalation handling.
• Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
• Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch.
• Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
• Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
• Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.

About You

• 6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams.
• Strong understanding of SDLC and modern delivery practices (Agile/DevOps), with the ability to guide hands‑on work in SSO setup, people data, and enterprise connector configuration.
• Proven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cycles.
• Executive presence and clear communication; comfortable leading escalations, aligning cross‑functional stakeholders, and making outcome‑oriented decisions.
• Analytical, systems‑thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements.
• Cloud fluency (AWS, Azure, or GCP). One of the following—or willingness to obtain within 90 days—is a plus: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.

Location

• This role is hybrid (4 days a week in our Mountain View office)

Compensation & Benefits

The standard OTE range for this position is $210,000-$250,000 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.

• Medical, Vision, and Dental coverage
• generous time‑off policy
• opportunity to contribute to your 401k plan to support your long‑term goals
• home office improvement stipend
• annual education and wellness stipends to support your growth and wellbeing
• healthy lunches daily

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.

AI-First Mindset At Glean

At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI‑focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.

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