Manager of AI Success

Glean; Mountain View (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Glean is seeking a leader for the Delivery Excellence Management (DEM) team to drive successful customer deployments of the Glean platform. You will guide efficient deployments, program management, and measurable value realization from kickoff through growth, partnering with Sales, Solution Architects, AI Outcomes, Support, and R&D.

You will lead, grow, and mentor Delivery Excellence Managers, owning team performance, playbooks, and operating standards, while managing end-to-end delivery

Qualifications

• 6+ years in customer-facing delivery for enterprise SaaS.
• 2+ years leading delivery or customer success teams.
• Analytical, systems-thinking mindset to diagnose blockers.
• Strong SDLC understanding and Agile/DevOps practices.
• Experience building playbooks and delivering at scale with KPIs.

Responsibilities

• Lead and grow a team of Delivery Excellence Managers; own team performance and career development.
• Own end-to-end delivery governance across accounts: kickoff, plan, deploy, go-live, renewal-readiness.
• Establish prescriptive delivery playbooks, templates, and operating standards for scalable deployments.
• Set and report portfolio KPIs: velocity, time-to-value, adoption, satisfaction, ROI proxies.
• Collaborate with Sales, Solution Architects, and R&D to ensure seamless customer journeys post-launch.
• Drive risk management and escalation handling to ensure reliable launches.
• Systematize feedback loops from field to product; influence roadmap and readiness with business impact cases.
• Raise the delivery bar by improving onboarding, documentation, and tooling.

Skills

Cloud platforms (AWS/Azure/GCP)

Delivery leadership

SDLC & Agile/DevOps

Diagnostic problem-solving

KPI tracking & analytics

Job description

Responsibilities

• Glean is seeking an additional leader of our DEM (Delivery Excellence Management) team
• The Delivery Excellence 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
• DEMs partner closely with Sales, Solution Architects, AI Outcomes, Support, and R&D to deliver reliable launches and long-term success
• Lead, grow, and mentor a team of Delivery Excellence 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

Requirements

• 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 Leader6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teamsAnalytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancementsStrong 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 configurationProven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cyclesExecutive presence and clear communication; comfortable leading escalations, aligning cross‑functional stakeholders, and making outcome‑oriented decisions