About Glean:
Founded in 2019 Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find organize and share information across their teams. By integrating seamlessly with tools like Google Drive Slack and Microsoft Teams Glean ensures employees can access the right knowledge at the right time boosting productivity and collaboration. The companys cutting-edge AI technology simplifies knowledge discovery making it faster and more efficient for teams to leverage their collective intelligence.
Glean was born from Founder & CEO Arvind Jains deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then Glean has evolved into the leading Work AI platform combining enterprise-grade search an AI assistant and powerful application- and agent-building capabilities to fundamentally redefine how employees work.
About the Role:
Glean is seeking a Senior Manager CX Operations to own the data operations and processes that power our postsales engine at Glean. Youll ensure our AI Outcome Managers (AIOM) Delivery Excellence Managers (DEM) Solutions Architects (SA) and broader CX teams operate with clarity efficiency and precisionso they can deliver meaningful outcomes for customers at scale.This is a strategic and handson role at the intersection of Customer Success RevOps Product and Sales. Youll make sure our processes and data support an efficient insightsdriven customer journeyfrom onboarding and adoption through expansion and renewal.Youll design and implement scalable playbooks automated workflows health and outcome tracking and reporting frameworks that help the team drive GRR NRR and customer health. If youre energized by building from the ground up connecting data to decisions and enabling teams to do their best workwhile embracing AIfirst ways of operatingthis role is for you. This role reports into the VP of Revenue Strategy & Operations and partners closely with Post-Sales Leadership.
You will:- Help build our postsales strategy including defining core CX roles and responsibilities driving segmentation and coverage decisions and owning capacity planning.
- Shape the longterm CX operating strategy by designing and maintaining the CX metrics backbone including dashboards and reporting for key health retention and expansion metrics.
- Implement and run key postsales cadences such as renewals forecasting capacity and coverage reviews and churnrisk and health reviews delivering business reviews with datadriven insights on customer outcomes and performance.
- Design and refine endtoend CX workflows across onboarding implementation adoption risk management expansion and renewal clarifying ownership handoffs and SLAs across CX roles.
- Define and track leading indicators of customer health adoption and risk surfacing clear alerts and views to CX leadership and frontline teams.
- Identify and execute opportunities for automation and capacity unlock embedding AIfirst workflows into CX operationsincluding using Glean at Gleanto remove manual work and scale impact.
- Own the CX tooling stack for data and insights partnering with RevOps Systems and CS leadership to ensure platforms are configured to support an efficient insightdriven customer journey.
- Be the voice of postsales in crossfunctional GTM and product decisions
About you:- 5 years of experience in CX Operations Revenue Operations or related GTM operations roles ideally in B2B SaaS.
- Track record of building or materially improving CS systems and processes (health scoring renewals forecasting playbooks segmentation) and demonstrating measurable impact on retention expansion or health.
- Strong understanding of key post-sales metrics and leading indicators
- Experience operating in highgrowth or startup environments where youve had to build structure in ambiguity.
Location:- This role is hybrid (4 days a week in our SF Bay Area offices)
Compensation & Benefits: The standard base salary range for this position is $200000 - $240000 annually. Compensation offered 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.
We offer a comprehensive benefits package including competitive compensation Medical Vision and Dental coverage generous time-off policy and the opportunity to contribute to your 401k plan to support your long-term goals. When you join youll receive a home office improvement stipend as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events and provide healthy lunches daily to keep you fueled and focused.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. Were 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.
#LI-HYBRID
Required Experience:
Senior Manager
About Glean:Founded in 2019 Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find organize and share information across their teams. By integrating seamlessly with tools like Google Drive Slack and Microsoft Teams Glean ensures employees can acce...
About Glean:
Founded in 2019 Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find organize and share information across their teams. By integrating seamlessly with tools like Google Drive Slack and Microsoft Teams Glean ensures employees can access the right knowledge at the right time boosting productivity and collaboration. The companys cutting-edge AI technology simplifies knowledge discovery making it faster and more efficient for teams to leverage their collective intelligence.
Glean was born from Founder & CEO Arvind Jains deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then Glean has evolved into the leading Work AI platform combining enterprise-grade search an AI assistant and powerful application- and agent-building capabilities to fundamentally redefine how employees work.
About the Role:
Glean is seeking a Senior Manager CX Operations to own the data operations and processes that power our postsales engine at Glean. Youll ensure our AI Outcome Managers (AIOM) Delivery Excellence Managers (DEM) Solutions Architects (SA) and broader CX teams operate with clarity efficiency and precisionso they can deliver meaningful outcomes for customers at scale.This is a strategic and handson role at the intersection of Customer Success RevOps Product and Sales. Youll make sure our processes and data support an efficient insightsdriven customer journeyfrom onboarding and adoption through expansion and renewal.Youll design and implement scalable playbooks automated workflows health and outcome tracking and reporting frameworks that help the team drive GRR NRR and customer health. If youre energized by building from the ground up connecting data to decisions and enabling teams to do their best workwhile embracing AIfirst ways of operatingthis role is for you. This role reports into the VP of Revenue Strategy & Operations and partners closely with Post-Sales Leadership.
You will:- Help build our postsales strategy including defining core CX roles and responsibilities driving segmentation and coverage decisions and owning capacity planning.
- Shape the longterm CX operating strategy by designing and maintaining the CX metrics backbone including dashboards and reporting for key health retention and expansion metrics.
- Implement and run key postsales cadences such as renewals forecasting capacity and coverage reviews and churnrisk and health reviews delivering business reviews with datadriven insights on customer outcomes and performance.
- Design and refine endtoend CX workflows across onboarding implementation adoption risk management expansion and renewal clarifying ownership handoffs and SLAs across CX roles.
- Define and track leading indicators of customer health adoption and risk surfacing clear alerts and views to CX leadership and frontline teams.
- Identify and execute opportunities for automation and capacity unlock embedding AIfirst workflows into CX operationsincluding using Glean at Gleanto remove manual work and scale impact.
- Own the CX tooling stack for data and insights partnering with RevOps Systems and CS leadership to ensure platforms are configured to support an efficient insightdriven customer journey.
- Be the voice of postsales in crossfunctional GTM and product decisions
About you:- 5 years of experience in CX Operations Revenue Operations or related GTM operations roles ideally in B2B SaaS.
- Track record of building or materially improving CS systems and processes (health scoring renewals forecasting playbooks segmentation) and demonstrating measurable impact on retention expansion or health.
- Strong understanding of key post-sales metrics and leading indicators
- Experience operating in highgrowth or startup environments where youve had to build structure in ambiguity.
Location:- This role is hybrid (4 days a week in our SF Bay Area offices)
Compensation & Benefits: The standard base salary range for this position is $200000 - $240000 annually. Compensation offered 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.
We offer a comprehensive benefits package including competitive compensation Medical Vision and Dental coverage generous time-off policy and the opportunity to contribute to your 401k plan to support your long-term goals. When you join youll receive a home office improvement stipend as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events and provide healthy lunches daily to keep you fueled and focused.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. Were 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.
#LI-HYBRID
Required Experience:
Senior Manager
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Job Location:
Yearly Salary:
$ 200000 - 240000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
