Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Enterprise Customer Success Manager
2 days ago
🏢 In-office - Bay Area
Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Description
• 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 • 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 • 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 • 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
Requirements
• 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
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
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