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Remote Customer Success Manager Customer Success Manager

Glean · Australia · Remote

Sub-Saharan Africa

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Sub-Saharan Africa
Sub-Saharan AfricaAbout GleanSub-Saharan Africa

Sub-Saharan AfricaWe’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.Sub-Saharan Africa

Sub-Saharan AfricaWe’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.Sub-Saharan Africa

Sub-Saharan AfricaGlean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.Sub-Saharan Africa

Sub-Saharan AfricaWe're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.Sub-Saharan Africa

Sub-Saharan AfricaWhat You Will Do And AchieveSub-Saharan Africa

Sub-Saharan AfricaAs a CSM, you will actively guide some of Glean’s 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.Sub-Saharan Africa

Sub-Saharan AfricaRelationship ManagementSub-Saharan Africa
  • Sub-Saharan AfricaServe 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.Sub-Saharan Africa
  • Sub-Saharan AfricaConduct regular check-ins with multiple customer stakeholders to understand progress towards goals, address questions or issues and understand their strategic objectives.Sub-Saharan Africa
  • Sub-Saharan AfricaAct as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectivesSub-Saharan Africa

Sub-Saharan AfricaOnboarding and AdoptionSub-Saharan Africa
  • Sub-Saharan AfricaLead the onboarding process for new customers, ensuring a smooth handoff from Sales and fast time to first valueSub-Saharan Africa
  • Sub-Saharan AfricaLeverage templates to create a consistent customer journey. Iterate on templates as you learn from each customer experience helping the entire team matureSub-Saharan Africa
  • Sub-Saharan AfricaRepresent customer questions and feedback to our internal partnersSub-Saharan Africa
  • Sub-Saharan AfricaProvide 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 RiskSub-Saharan Africa
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    • Sub-Saharan AfricaComfortably conduct discovery to understand customer needs, uncovering upsell opportunities within your account book or flagging riskSub-Saharan Africa
    • Sub-Saharan AfricaDevelop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime valueSub-Saharan Africa
    • Sub-Saharan AfricaRepresent customer feedback to R&D teams, advocate for feature requests as neededSub-Saharan Africa
Sub-Saharan AfricaPerformance TrackingSub-Saharan Africa
  • Sub-Saharan AfricaOwn and report on your key performance indicators such as retention, Healthscore, Active Users, Multithreading, EBRs, and moreSub-Saharan Africa
  • Sub-Saharan AfricaTrack progress against customer’s goals and objectives, ensure that we’re matching all Glean adoption levers to their priorities, and report progress to internal stakeholdersSub-Saharan Africa
  • Sub-Saharan AfricaIdentify trends, patterns, and areas for improvement based on your customer feedbackSub-Saharan Africa

Sub-Saharan AfricaMinimum REQUIRED Knowledge, Skills, And AbilitiesSub-Saharan Africa
  • Sub-Saharan Africa5-7 years in a similar role within a B2B SaaS company. Preferably CSM experience with enterprise wide applications.Sub-Saharan Africa
  • Sub-Saharan AfricaProven experience working with larger enterprise customers, including a track record of attaining and exceeding targetsSub-Saharan Africa
  • Sub-Saharan AfricaInterest in generative AI for knowledge workers at Enterprise scaleSub-Saharan Africa
  • Sub-Saharan AfricaProficiency with tooling such as CRM software, Slack, Zendesk, Metabase, GleanSub-Saharan Africa
  • Sub-Saharan AfricaExcellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholdersSub-Saharan Africa
  • Sub-Saharan AfricaFamiliarity with Value Selling and ability to do deep discovery with customers
  • Sub-Saharan AfricaDemonstrated project management experience, including planning, execution, and stakeholder managementSub-Saharan Africa
  • Sub-Saharan AfricaDetail-oriented mindset with a focus on continuous improvement and operational excellence. Curiosity and grit.Sub-Saharan Africa
  • Sub-Saharan AfricaLive into our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it HappenSub-Saharan Africa
  • Sub-Saharan AfricaAbility to travel periodically
  • Sub-Saharan AfricaJapanese proficiency is a plus.Sub-Saharan Africa

Sub-Saharan AfricaWe 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.Sub-Saharan Africa

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