AI Success Manager (US West Customer Hours)
Glean
Bangalore, IndiaPosted 2 months ago
Skill Required
Customer OutcomesAIServiceNowanalyticalbuildingEmbedded CwrittenAzureDevOpsGitAgileCloudAPIsAWSGCPGenerative AIIAMGo
Key highlights
- Hybrid role (4 days/week in Bangalore office)
- 3-5 years of enterprise SaaS deployment/implementation experience required
- Eligible for variable compensation, equity, and benefits
- Work in US West hours required
Role overview
Glean is the Work AI platform that helps enterprises work smarter with AI, offering advanced enterprise search, an AI Assistant, and scalable AI agents on a secure, open platform. The AI Success Manager (AISM) for US West hours will lead and orchestrate successful implementations and long-term customer engagements, ensuring efficient technical deployment, delivering proactive strategic guidance, and building joint success plans. The role involves close collaboration with cross-functional teams to drive measurable business outcomes for customers through AI adoption.
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 the setup of SSO and connectors
- Own the end-to-end delivery from kickoff to go-live through renewal, ensuring clarity on expectations for all stakeholders (timeline, Services budget)
- Create and execute on joint success plans that drive additional adoption, deepen engagement, and result in measurable business value. Overall program management
- Develop, communicate, and execute tailored project plans; facilitate cross-functional collaboration across delivery, operations, and technical teams
- Provide 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 when appropriate
- 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
- Technical configuration and troubleshooting
Requirements
- 3-5 years of experience in technical deployment, implementation management, or technical account management of SaaS products at 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
- Excellent analytical and problem-solving skills, with a focus on troubleshooting technical issues as well as building consensus around outcomes and success measures
- Strong organizational, project management, and communication abilities
- Proven experience serving enterprise clients in both strategic, consultative and tactical, hands-on roles
- Experience with process documentation, playbooks, and continuous improvement initiatives
- Solutions-oriented mindset; trusted advisor with capability to own escalations
- Capable of handling ambiguity and thriving in a fast-paced environment
- Thrive in a customer-focused, tight-knit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
- Strong verbal and written communication skills for collaboration between customers and technical and non-technical stakeholders
- Curiosity and tenacity
- A proactive and positive attitude to lead, learn, troubleshoot, and take ownership of both small tasks and large features
Benefits
- 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
Additional details
- This role will require you to work in US West hours
- This role is hybrid (4 days a week in our Bangalore office)
- We 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
- At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required
- Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our Privacy Policy. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement
- By clicking 'Submit Application,' I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement, and I agree to the terms
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