Enterprise Customer Success Manager, Glean
$70-140k
OTE
Enterprise search and knowledge management
Open for applications
Enterprise search and knowledge management
201-500 employees
Open for applications
$70-140k
OTE
201-500 employees
Company mission
To bring people the knowledge they need to make a difference in the world.
Role
Who you are
- Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
- Problem solving: problem solving skills including ability to troubleshoot and isolate issues to their root cause
- Ability to successfully manage customers at scale; interest or experience in a Digital Led motion is a huge plus
- Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
- Nice to have experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
- Intermediate knowledge with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure
- Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute implementation of customer projects including configuration and customization with integrations to SaaS-based systems
- Self-motivated: proactive approach to delivering service to customers
- Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
- Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
- CSM Experience in a product-led company a huge plus
What the job involves
- Glean is looking for a talented Customer Success Manager to join our rapidly expanding, venture-backed startup
- Working with your Field counterparts, co-own the relationship with your assigned customers from launch through their lifetime with Glean - focusing on long-term adoption & success while Field owns revenue responsibilities
- Build and cultivate customer relationships with business stakeholders and implementation teams to ensure strong product usage and adoption of new product capabilities by customers
- Track and manage all customer issues and requests through resolution, ensuring customers are updated regularly
- Effectively represent your customers in driving product development for new integrations and features
- Work effectively with teams across Glean on customer feedback, issues and requests
- Build training materials and conduct training & enablement sessions for customer champions, trainers and end users
- Build and maintain success plans amongst key stakeholders within Glean and at the customer
- Run and maintain regular cadence calls and Executive Business Reviews (EBR’s) with customers
- Assist in building processes & assets that enable Glean to scale Customer Success
- Provide first response and technical troubleshooting of customer issues as needed
Otta's take
Xav Kearney
CTO of Otta
Glean is an intuitive digital assistant which allows employees to search across all their apps and find the information and tools that they need more quickly.
With so many SaaS apps being used by modern day companies, overwhelm and inefficiency inevitably enter the equation. Glean’s search engine is proving popular for how it unifies and centralizes all these distributed tools and data.
It’s been quite a start to life at Glean, having only emerged from stealth in 2021, it received a $1 Billion valuation in early 2022, thus achieving unicorn status, and has received nearly $400 million in funding so far. The SaaS platform is already used by some major companies including Grammarly, databricks, and Rubrik.
That Glean was co-founded by a quartet with senior experience at Google, Microsoft, Uber, and Facebook stands the company in good stead. However, it’s the fact that its search engine is solving a new, but very real problem in the workplace that’s seen its popularity surge so quickly, which it’s likely to continue to do in the future. Its adaptability to include new AI capabilities to its platform, such as generative AI, has Glean well set to see further growth.
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2024
$200m
SERIES D
May 2022
$100m
SERIES C
Total funding: $395m
Company benefits
- Medical, dental, and vision for you and yours
- Competitive compensation and stock options
- 401k contribution
- Flexible work (3 days a week in the office), though we believe in folks working where they can be most effective
- Company events, from weekly happy hours to our annual company retreat
- Flexible hours, unlimited PTO, and company-wide winter break shutdown
- Transparent culture
- Learning and development stipend
- Free meals with lunch and dinner options every day
Company values
- One together – We leave our egos behind to forge a trusting, inclusive, and transparent environment
- Customer obsessed – We relentlessly work to solve customer problems and focus on product quality and excellence
- Owners – We take responsibility for our company, product, and culture, leaving things in a better state
- Think big, start small – We dream big and solve hard problems through continuous learning and rapid iteration
- Beyond boundaries – We are eager to learn and grow. We help each other thrive and aren’t afraid to try new things
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Founders
Arvind Jain
(CEO)Former Engineer at Google and Microsoft. Is the co-founder of high growth startup Rubrik, which delivers data security and operational resilience for enterprises.
Piyush Prahladka
(Software Engineer)Prior to joining the co-founding team at Glean, they worked as a Senior Staff Software Engineer at Google, then as an Engineering Lead at Uber.
Tony Gentilcore
(Product Engineering Lead)Former Developer at At&T and TJC Labs. For ten years, served as a Senior Staff Software Engineer at Google, including a spell as Founder and Tech Lead / Manager of the Chrome Speed Team.
TR Vishwanath
(Engineering Lead)Before co-founding Glean, was a Principal Software Engineer at Facebook after spending eight years at Microsoft as a Software Design Engineer, then Principal Development Lead.
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