Why This Job is Featured on The SaaS Jobs
This role sits at a critical point in enterprise SaaS: the moment a product moves from contract to measurable customer outcomes. Delivery Excellence Management blends implementation leadership with operational rigor, covering technical deployment elements like SSO and connectors while coordinating the broader go live journey across Sales, Support, and R&D. In a platform product context, that deployment layer often determines adoption, renewal readiness, and how repeatable the company’s growth motion becomes.
For a SaaS career, the standout value is building a scalable delivery system rather than running one off projects. Owning playbooks, governance, and portfolio KPIs develops the muscle that many SaaS firms need as they expand enterprise volume: standardization, risk management, and time to value optimization. The role also creates a strong feedback loop into product, translating field friction into roadmap and tooling improvements, which is a durable skill across SaaS organizations.
It best suits leaders who enjoy systems thinking and cross functional alignment, and who can balance executive stakeholder management with hands on technical context. It also fits professionals ready to formalize operating rhythms, coach managers, and be accountable for consistent outcomes across a book of deployments rather than a single account.
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 an additional leader of our DEM (Delivery Excellence Management) team. The Delivery Excellence team is accountable for a customer’s deployment of the Glean platform. They lead efficient technical deployments, proactive program management, and measurable value realization for customers—from kickoff through go‑live and growth. DEMs partner closely with Sales, Solution Architects, AI Outcomes, Support, and R&D to deliver reliable launches and long-term success.
You will:
- Lead, grow, and mentor a team of Delivery Excellence Managers; own team performance, operating rhythms, and career development.
- Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale.
- Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, handoff, and renewal‑readiness, including proactive risk management and escalation handling.
- Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics.
- Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch.
- Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise.
- Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases.
- Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.
About you:
- 6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams.
- Strong understanding of SDLC and modern delivery practices (Agile/DevOps), with the ability to guide hands-on work in SSO setup, people data, and enterprise connector configuration.
- Proven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cycles.
- Executive presence and clear communication; comfortable leading escalations, aligning cross‑functional stakeholders, and making outcome‑oriented decisions.
- Analytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements.
- Cloud fluency (AWS, Azure, or GCP). One of the following—or willingness to obtain within 90 days—is a plus: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.
Location:
- This job is remote in the US
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.
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