Customer Success Operations Lead

About Glean:

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same. 

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

What you will do and achieve:

Process Optimization

• Actively listen to your Customer Success stakeholders and cross-functional teams to identify inefficiencies in current processes related to customer onboarding, support, and retention
• Develop and implement streamlined workflows and standard operating procedures (SOPs) to improve operational efficiency
• Continuously monitor and iterate on processes to ensure they align with organizational goals and customer needs
• In partnership with CS Leadership develop a roadmap of run-the-business processes and execute

System Administration

• Manage and maintain customer success tools and platforms including configuration of system settings, permissions, and automation rules
• Provide technical support and training to team members on system usage and best practices
• Stay aware of the best tooling available to support our team most effectively

Project/Program Management

• Lead or contribute to cross-functional projects focused on enhancing the customer experience such as product launches
• Define project scope, objectives, and deliverables, ensuring execution within budget and resource constraints
• In collaboration with Commercial CSMs, design and deliver scaled communication programs throughout the customer journey
• Take learnings from the scaled communication programs and apply them across all customer segments to scale the business

Minimum REQUIRED Knowledge, Skills, and Abilities:

• 5+ years in a similar role within an international / B2B SaaS company
• Proven experience in CS Operations including strong analytical skills
• Proficiency with CRM software, Support ticketing systems, Email automation tools, CS tooling
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders
• Demonstrated project management experience, including planning, execution, and stakeholder management
• Detail-oriented mindset with a focus on continuous improvement and operational excellence
• Ability to analyze data and use it to make informed decisions
• Knowledgeable about the B2B SaaS Sales, Customer Success, Support, and Services motions, and able to ensure that partners can successfully replicate those when representing Glean
• Live into our company values: Make it Better, Make it Together, Make it Customer Driven
• Ability to travel globally periodically and be in the office regularly