Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
AI-led workplace software is pushing Customer Success closer to product and engineering, and this AI Success Manager role reflects that shift. The remit sits at the intersection of implementation, outcomes, and long-term account engagement, with hands-on responsibility for identity and data connectivity work that often determines time-to-value in modern SaaS deployments. The US East customer-hours requirement also signals a customer base operating at enterprise scale and cadence.
For SaaS career development, the role offers repeated exposure to the full post-sale lifecycle, from kickoff and go-live through renewal. That creates a practical foundation in success planning, adoption measurement, and stakeholder alignment, while building comfort with cross-functional operating models that include Sales, Solutions, Support, and R&D. Experience translating technical setup work into measurable business outcomes is highly portable across AI and enterprise SaaS categories.
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 AI Success Manager (AISM) for US East hours to 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 at Enterprise customers.
- 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.
- Thrive in a customer-focused, tight-knit and cross-functional environment - being a team player and willing to take on whatever is most impactful for the company is a must
- Technical configuration and troubleshooting
- A proactive and positive attitude to lead, learn, troubleshoot, and take ownership of both small tasks and large features
- Strong verbal and written communication skills for collaboration between customers and technical and non-technical stakeholders.
- Curiosity and tenacity
- Note: This role with require you to work in US East hours.
Location:
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 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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