Enterprise Customer Success Manager, Glean
$110-170k
Office located in Palo Alto, CA
Enterprise search and knowledge management
Open for applications
Enterprise search and knowledge management
201-500 employees
Open for applications
$110-170k
Office located in Palo Alto, CA
201-500 employees
Company mission
To bring people the knowledge they need to make a difference in the world.
Role
Who you are
- 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
What the job involves
- 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
Our take
Glean is an intuitive digital assistant which allows employees to search across all their apps and find the information and tools that they need more quickly.
With so many SaaS apps being used by modern day companies, overwhelm and inefficiency inevitably enter the equation. Glean’s search engine is proving popular for how it unifies and centralizes all these distributed tools and data.
It’s been quite a start to life at Glean, having only emerged from stealth in 2021, it received a $1 Billion valuation in early 2022, thus achieving unicorn status, and has received nearly $400 million in funding so far. The SaaS platform is already used by some major companies including Grammarly, databricks, and Rubrik.
That Glean was co-founded by a quartet with senior experience at Google, Microsoft, Uber, and Facebook stands the company in good stead. However, it’s the fact that its search engine is solving a new, but very real problem in the workplace that’s seen its popularity surge so quickly, which it’s likely to continue to do in the future. Its adaptability to include new AI capabilities to its platform, such as generative AI, has Glean well set to see further growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2024
$260m
SERIES E
Feb 2024
$200m
SERIES D
Total funding: $655m
Company benefits
- Medical, dental, and vision for you and yours
- Competitive compensation and stock options
- 401k contribution
- Flexible work (3 days a week in the office), though we believe in folks working where they can be most effective
- Company events, from weekly happy hours to our annual company retreat
- Flexible hours, unlimited PTO, and company-wide winter break shutdown
- Transparent culture
- Learning and development stipend
- Free meals with lunch and dinner options every day
Company values
- One together – We leave our egos behind to forge a trusting, inclusive, and transparent environment
- Customer obsessed – We relentlessly work to solve customer problems and focus on product quality and excellence
- Owners – We take responsibility for our company, product, and culture, leaving things in a better state
- Think big, start small – We dream big and solve hard problems through continuous learning and rapid iteration
- Beyond boundaries – We are eager to learn and grow. We help each other thrive and aren’t afraid to try new things
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Leadership
Arvind Jain
(CEO)Former Engineer at Google and Microsoft. Is the co-founder of high growth startup Rubrik, which delivers data security and operational resilience for enterprises.
Piyush Prahladka
(Software Engineer)Prior to joining the co-founding team at Glean, they worked as a Senior Staff Software Engineer at Google, then as an Engineering Lead at Uber.
Tony Gentilcore
(Product Engineering Lead)Former Developer at At&T and TJC Labs. For ten years, served as a Senior Staff Software Engineer at Google, including a spell as Founder and Tech Lead / Manager of the Chrome Speed Team.
TR Vishwanath
(Engineering Lead)Before co-founding Glean, was a Principal Software Engineer at Facebook after spending eight years at Microsoft as a Software Design Engineer, then Principal Development Lead.
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