Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Majors Customer Success Manager
2 days ago
🏢 In-office - Manhattan
Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Description
• As a Majors CSM, you will actively guide some of Glean’s largest customers to achieve business outcomes with Glean. • Serve as the primary point of contact and advocate for a book of customers, building solid relationships, and understanding how Glean can help your customers achieve specific business objectives. • Conduct regular check-ins with multiple customer stakeholders to understand progress towards goals, 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 Majors customers, ensuring 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 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 conduct discovery to understand customer needs, uncovering upsell opportunities within your account book or flagging 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 Glean adoption levers to their priorities, and report progress to internal stakeholders • Identify trends, patterns, and areas for improvement based on your customer feedback
Requirements
• 5-7 years+ in a similar role within a B2B SaaS company. Preferably CSM experience with enterprise wide applications. • Proven experience working with larger enterprise customers, including a track record of attaining and exceeding targets • Interest in generative AI for knowledge workers at Enterprise scale • 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. Curiosity and grit. • Live into our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen • 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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