A remote role at Glean.
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As an AI Success Manager (AISM), you will serve as the primary post-sales point of contact, accountable for platform health. The AISM is a hands-on role where you will lead and orchestrate successful implementations and long-term customer engagements, making our customers wildly successful. You will be responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building, then delivering against, joint success plans and EBRs. AISMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.
Help our customers achieve real business outcomes through the use of AI
Serve as the primary lead on new customer deployments including hands on guidance for the setup of SSO and connectors
Own the end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations, timeline, and services budget for all stakeholders.
Create and execute joint success plans and EBRs that drive additional adoption, deepen engagement, and result in measurable business value.
Provide overall program management.
Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams.
Provide a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
Proactively identify risks or blockers and drive resolution—escalating internally when appropriate.
Guide and document improvements for onboarding processes, playbooks, and best practices.
Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives
3–5 years of experience in technical deployment, implementation management, technical customer success, or technical account management of SaaS products for enterprise customers.
Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures.
Strong organizational, project management, and communication abilities.
Proven experience serving enterprise clients in strategic, consultative, and tactical, hands-on roles.
Experience with process documentation, playbooks, and continuous improvement initiatives.
Solutions-oriented mindset; trusted advisor with the capability to own escalations.
Capable of handling ambiguity and thriving in a fast-paced environment.
Glean
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Glean is an AI-powered work assistant designed to help employees find and utilize company knowledge. It serves as an enterprise search and knowledge management platform, unifying information across various applications. Glean helps users quickly access answers and create content to enhance productivity.
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