Senior Manager, CX Operations

About Glean:

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry's most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean's agentic capabilities - AI agents that automate real work across teams by accessing the industry's broadest range of data: enterprise and world, structured and unstructured, historical and real-time.

The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.

Recognized by Fast Company as one of the World's Most Innovative Companies (Top 10, 2025), by CNBC's Disruptor 50, Bloomberg's AI Startups to Watch (2026), Forbes AI 50, and Gartner's Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we're helping the world's largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.

If you're excited to shape how the world works, you'll help build systems used daily across Microsoft Teams, Zoom, Service Now, Zendesk, Git Hub, and many more - deeply embedded where people get things done. You'll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.

About the Role:

Glean is seeking a Senior Manager, CX Operations to own the data, operations, and processes that power our post‑sales engine 'll ensure our AI Outcome Managers (AIOM), Delivery Excellence Managers (DEM), Solutions Architects (SA) and broader CX teams operate with clarity, efficiency, and precision-so they can deliver meaningful outcomes for customers s is a strategic and hands‑on role at the intersection of Customer Success, Rev Ops, Product and Sales.

You'll make sure our processes and data support an efficient, insights‑driven customer journey-from onboarding and adoption through expansion and renewal.

You'll design and implement scalable playbooks, automated workflows, health and outcome tracking, and reporting frameworks that help the team drive GRR, NRR, and customer health. If you're energized by building from the ground up, connecting data to decisions, and enabling teams to do their best work-while embracing AI‑first ways of operating-this role is for you. This role reports into the VP of Revenue Strategy & Operations and partners closely with Post-Sales Leadership.

You will:

* Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.

* Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics.

* Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance.

* Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles.

* Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams.

* Identify and execute opportunities for automation and capacity…