AI Success Manager, Central

Summary

Glean is the Work AI platform that helps organizations work smarter with AI. The AI Success Manager will lead successful implementations and long-term customer engagements, ensuring efficient technical deployment and driving customer success.

Responsibilities

• 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

Skills

• 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
• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services. Certification preferred

Qualifications

Must Haves

• 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

Nice to Haves

• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services. Certification preferred

Benefits

• Certain roles may be eligible for variable compensation, equity, and benefits.
• Medical, Vision, and Dental coverage
• Generous time-off policy
• Opportunity to contribute to your 401k plan
• Home office improvement stipend
• Annual education and wellness stipends to support your growth and wellbeing
• Regular events
• Healthy lunches daily to keep you fueled and focused