Enterprise Customer Success Manager

About Glean

What you will do and achieve:

Relationship Management

• 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

Onboarding and Adoption

• 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

Account Growth and Expansion

• 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

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 adoption levers to their priorities, and report progress to Glean internal stakeholders
• Identify trends, patterns, and areas for improvement based on your customer feedback

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 3 - 7 years in a similar role within an international / B2B SaaS company
• Proven experience in Enterprise Customer Success, including track record of attaining targets
• 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
• Live into our company values: Make it Better, Make it Together, Make it Customer Driven
• Ability to travel periodically and be in the office regularly