Manager, AI Success

Glean•Mountain View, CA

9d•$210,000 - $250,000•Hybrid

About The Position

Glean is seeking an additional leader for its AI Success Management (AISM) team. The AI Success team is responsible for the customer's deployment of the Glean platform. They manage efficient technical deployments, proactive program management, and measurable value realization for customers from kickoff through go-live and growth. AISMs collaborate closely with Sales, Solution Architects, AI Outcomes, Support, and R&D to ensure successful launches and long-term customer success.

Requirements

6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams.
Strong understanding of SDLC and modern delivery practices (Agile/DevOps), with the ability to guide hands-on work in SSO setup, people data, and enterprise connector configuration.
Proven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cycles.
Executive presence and clear communication; comfortable leading escalations, aligning cross-functional stakeholders, and making outcome-oriented decisions.
Analytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements.
Cloud fluency (AWS, Azure, or GCP).

Nice To Haves

Willingness to obtain AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader within 90 days.

Responsibilities

Lead, grow, and mentor a team of AI Success Managers; own team performance, operating rhythms, and career development.
Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale.
Own end-to-end delivery governance across your team’s accounts: kickoff, plan, deploy, go-live, handoff, and renewal-readiness, including proactive risk management and escalation handling.
Set and report on portfolio-level KPIs (deployment velocity, time-to-value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post-launch.
Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.