Why This Job is Featured on The SaaS Jobs
This Delivery Excellence Manager role sits at a core SaaS inflection point: the handoff from purchase to realized value. In an AI product context, implementations are rarely just configuration work, they are outcome-led programs that connect identity, data access, and stakeholder alignment. The remit spans kickoff through renewal, reflecting how modern SaaS companies treat delivery as part of the revenue engine rather than a one-time project function.
For a SaaS career, the role builds durable expertise in enterprise onboarding mechanics and post-sale orchestration. It develops fluency in the systems that repeatedly surface across SaaS deployments, such as SSO, connectors, cloud fundamentals, and the operational rhythms of Agile and DevOps. The emphasis on joint success plans, adoption measurement, and feedback loops into product and process also maps closely to how SaaS businesses reduce time-to-value and improve retention over time.
This position fits professionals who enjoy being the accountable hub across sales, solutions, support, and engineering, and who can switch between hands-on technical guidance and executive-level expectation setting. It will suit someone energized by ambiguity and escalation ownership, and who prefers structured program management with clear milestones in a hybrid, office-anchored environment.
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 seeking 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 hybrid (4 days a week in our Nashville office)
Compensation & Benefits:
The standard OTE range for this position is $120,000-$170,000 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, 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.
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