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Manager of AI Success
Job in
Mountain View, Santa Clara County, California, 94039, USA
Listed on 2026-10-05
Listing for:
Glean
Full Time
position Listed on 2026-10-05
Job specializations:
-
IT/Tech
IT Project Manager, Change Management -
Management
IT Project Manager, Change Management
Job Description & How to Apply Below
- 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
- 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
- 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 Leader6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams
Analytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements
Strong understanding of SDLC and modern delivery practices (Agile/Dev Ops), 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
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