AI Success Manager, Central

At Glean, we’re building the Work AI platform that helps everyone work smarter. From enterprise search to AI assistants and scalable agents, Glean delivers deeply personalized, context-aware responses powered by our Enterprise Graph and Personal Knowledge Graph. Our open, extensible stack integrates with over 100 SaaS applications—Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and more—so enterprises can govern, scale, and customize AI without vendor lock-in. Recognized by Fast Company, CNBC, Bloomberg, Forbes, and Gartner, we serve customers across 50+ industries and 25+ countries, making every employee AI-fluent.

About the Role

As an AI Success Manager (AISM), you will serve as the primary post-sales point of contact, accountable for platform health. This hands-on role leads and orchestrates successful implementations and long-term customer engagements, ensuring our customers achieve measurable business outcomes. You will collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support, and R&D on scoped engagements.

Responsibilities

• Help customers achieve real business outcomes through the use of AI.
• Serve as the primary lead on new customer deployments, including hands-on guidance for SSO and connector setup.
• Own end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations, timeline, and services budget for all stakeholders.
• Create and execute joint success plans and EBRs (Executive Business Reviews) that drive adoption, deepen engagement, and deliver measurable value.
• Provide overall program management, developing and communicating tailored project plans while facilitating cross-functional collaboration.
• Offer a blend of technical guidance and strategic partnership, acting as escalation manager when necessary.
• Monitor and report on deployment progress, customer adoption, and satisfaction metrics.
• Proactively identify risks or blockers and drive resolution, escalating internally as needed.
• Guide and document improvements for onboarding processes, playbooks, and best practices.
• Contribute to continuous process and product improvements by providing actionable feedback and participating in internal initiatives.

Requirements

• 3–5 years of experience in technical deployment, implementation management, technical customer success, or technical account management of SaaS products for enterprise customers.
• Strong understanding of software development life cycles and methodologies, including Agile and DevOps practices.
• Familiarity with cloud platforms (AWS, GCP, or Azure) and related services; certification preferred.
• Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues and building consensus around outcomes.
• Strong organizational, project management, and communication abilities.
• Proven experience serving enterprise clients in strategic, consultative, and hands-on roles.
• Experience with process documentation, playbooks, and continuous improvement initiatives.
• Solutions-oriented mindset; trusted advisor capable of owning escalations.
• Ability to handle ambiguity and thrive in a fast-paced environment.

Schedule

This role is remote and requires you to be located in the US Central timezone.

Pay

The standard OTE (On-Target Earnings) range for this position is $120,000–$170,000 annually. Compensation 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.

Benefits

• Comprehensive medical, vision, and dental coverage.
• Generous time-off policy.
• 401k plan with company contribution.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and healthy lunches provided daily.

At Glean, we foster a diverse and inclusive culture and do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. We are committed to attracting and retaining a diverse range of talent.

AI-First Mindset at Glean

AI fluency is core to how we work. As part of the interview process, you’ll complete a brief AI-focused exercise or discussion to demonstrate how you think about, design, and use AI to drive impact. Prior Glean experience is not required.