Majors Customer Success Manager

About Glean

What you will do and achieve:

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

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 Majors 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 and be in the office regularly

Benefits

• Competitive compensation
• Medical, Vision and Dental coverage
• Flexible work environment and time-off policy
• 401k
• Company events
• A home office improvement stipend when you first join
• Annual education stipend
• Wellness stipend
• Healthy lunches and dinners provided daily 

The standard OTE range for this position is $140,000 - $175,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

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.