Why This Job is Featured on The SaaS Jobs
This Delivery Excellence Manager role sits at a key junction in modern SaaS: the handoff from sale to sustained value. With AI positioned as the customer outcome, delivery becomes more than project tracking and turns into an operating system for adoption, integrations, and measurable impact. The remit spans deployment details like SSO and connectors alongside long-horizon engagement through renewal, reflecting how SaaS companies increasingly treat implementation as part of the product experience.
For a SaaS career, the role builds durable expertise in post-sales execution across technical and commercial stakeholders. Ownership from kickoff to go live to renewal develops instincts for risk management, stakeholder alignment, and success planning that translate across implementation, customer success, and solutions leadership paths. The emphasis on playbooks, process documentation, and feedback loops into product and R&D also provides exposure to how SaaS organizations institutionalize delivery quality as they scale.
The position fits professionals who enjoy structured orchestration and clear accountability, while staying close to technical realities. It will suit those comfortable switching between hands-on troubleshooting and consultative guidance, and who prefer roles measured by customer outcomes rather than internal output alone. Remote flexibility also signals suitability for candidates experienced in distributed collaboration across functions.
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+ 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.
- Must hold one of the following certifications: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader
- 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 remote in the US or can be hybrid in one of our offices (Bay Area, Nashville, NYC)
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.
