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Customer Success Manager

2 months ago

Australia Glean Technologies, Inc. Full time
About Glean Technologies, Inc.

We're a pioneering company on a mission to revolutionize the way businesses work with knowledge. Our cutting-edge platform combines AI and knowledge to create a seamless experience for enterprises. We're building a system of intelligence that will transform the way companies operate, making knowledge work faster and more humane.

Our team of seasoned engineers and innovators is dedicated to helping businesses unlock their full potential. We're passionate about creating a future where AI assistants work in tandem with humans to drive productivity and creativity.

Job Summary

We're seeking an experienced Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for guiding our most strategic customers to achieve business outcomes with Glean. You will have a direct hand in bringing generative AI to life in the enterprise and in APAC.

Key Responsibilities
  • 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 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.
    Requirements
    • 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.
    • Japanese proficiency is a plus.