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Customer Success Manager

Glean

Glean

Administration
Melbourne, VIC, Australia · Sydney, NSW, Australia · Singapore
Posted on Monday, June 3, 2024

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:

As a CSM, you will actively guide some of Glean’s most strategic customers to achieve business outcomes with Glean. You will have a direct hand in bringing generative AI to life in the enterprise and in APAC.

Relationship Management

  • Serve as the primary point of contact and advocate for a book of customers, building solid relationships, and understanding how Glean can help your customers achieve specific business objectives.
  • Conduct regular check-ins with multiple customer stakeholders to understand progress towards goals, 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 customers, ensuring 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 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, Expansion, and Risk

    • Comfortably conduct discovery to understand customer needs, uncovering upsell opportunities within your account book or flagging 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 Glean adoption levers to their priorities, and report progress to internal stakeholders
    • Identify trends, patterns, and areas for improvement based on your customer feedback

    Minimum REQUIRED Knowledge, Skills, and Abilities:

    • 5-7 years in a similar role within a B2B SaaS company. Preferably CSM experience with enterprise wide applications.
    • Proven experience working with larger enterprise customers, including a track record of attaining and exceeding targets
    • Interest in generative AI for knowledge workers at Enterprise scale
    • 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. Curiosity and grit.
    • Live into our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen
    • Ability to travel periodically
    • Japanese proficiency is a plus.

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.

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