Glean · 2 days ago

Enterprise Customer Success Manager

New York, NY

Full-time

Hybrid

Senior Level

$110K/yr - $170K/yr

3+ years exp

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Artificial Intelligence (AI)Generative AI

Work & Life Balance

Insider Connection @Glean

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Responsibilities

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

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

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

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enterprise Customer SuccessCRM software proficiencySlack proficiencyZendesk proficiencyMetabase proficiencyGlean proficiencyValue Selling familiarityDeep discoveryProject managementStakeholder managementOffice presence communicationDetail-orientedContinuous improvementOperational excellenceCompany values alignment