Why This Job is Featured on The SaaS Jobs
This Manager, Delivery Excellence role sits at a critical point in an enterprise SaaS business: the moment where a product promise becomes a live deployment, adoption, and measurable outcomes. The remit spans technical enablement such as SSO, people data, and connectors, but also program governance across kickoff through go live and renewal readiness. That combination reflects a mature SaaS operating model where implementation quality and time to value are treated as strategic levers, not just services work.
For a SaaS career, the role builds durable experience in scaling post sales delivery. Ownership of portfolio KPIs like deployment velocity, adoption, satisfaction, and ROI proxies develops a metrics first approach that transfers across Customer Success, Professional Services, and Revenue Operations. The emphasis on playbooks, templates, and standards also creates a foundation in operationalizing repeatable delivery, while structured feedback loops to R&D strengthen product influence grounded in field reality.
This position tends to suit leaders who enjoy systems thinking and cross functional coordination, and who are comfortable balancing hands on technical guidance with executive level stakeholder alignment. It is a strong match for managers motivated by making delivery predictable, coaching teams, and using data to drive continuous improvement in enterprise SaaS implementations.
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 role is hybrid (4 days a week in our Nashville 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.
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