Why This Job is Featured on The SaaS Jobs
This Delivery Excellence Manager role sits at a key intersection in SaaS: turning a sold subscription into a deployed, adopted, and renewed platform. The scope spans initial implementation details like SSO and connector setup through to long-term engagement, which reflects how enterprise SaaS outcomes are increasingly defined by time-to-value and sustained usage—not just product capability. The emphasis on AI outcomes also signals a category where customers often need structured enablement to realize measurable impact.
From a SaaS career standpoint, the position builds durable experience in post-sales execution: orchestrating cross-functional work across sales, solutions, support, and R&D while keeping delivery milestones and stakeholder expectations aligned. Owning joint success plans and monitoring adoption metrics develops fluency in the operational levers behind retention and expansion, and the feedback loop into onboarding playbooks and internal process improvements mirrors how mature SaaS organizations scale delivery consistency.
This is best suited to professionals who enjoy being accountable for end-to-end programs and can switch between hands-on technical deployment and executive-level communication. It will fit someone who prefers structured problem-solving, clear project governance, and partnering across teams to drive customer outcomes over time, particularly in enterprise environments where coordination and risk management matter.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
Glean is looking for a Delivery Excellence Manager (DEM) who will lead and orchestrate successful implementations and long-term customer engagements, making our customers wildly successful. You will be responsible for ensuring efficient technical deployment, delivering proactive strategic guidance, and building then delivering against joint success plans. DEMs collaborate closely with Account Executives, AI Outcomes Managers, Solution Architects, Support and R&D on scoped engagements.
You will:
- Help our 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 thru renewal, ensuring clarity on expectations for all stakeholders timeline, andServices 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
About you:
- 3-5 years of experience in technical deployment, implementation management, or technical account management of SaaS products.
- 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.
Location:
- This role is hybrid (3 days a week in our NYC office)
Compensation & 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.
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, you'll 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. 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.
